Client Success Specialist

LifeLabs Learning is seeking a strategic and client-focused Client Success Specialist to join our team. As a Client Success Specialist, you will lead client rollouts, onboarding and training, and ensure successful adoption of our products. You’ll be responsible for a portfolio of clients, in partnership with our Sales team, focused on our Enterprise and strategic accounts. You’ll build strong relationships, resolve challenges, track key performance metrics, and drive continuous improvement through data analysis and cross-functional collaboration.

The deets:

Start date: ASAP

Location: Remote (can be based anywhere in the U.S.)

Employment Type: Full-time

Starting Salary: $80K starting base salary

Compensation: salary + bonus (Success Share)

Our compensation system is transparent and consistently applied throughout the company. As you take on new responsibilities, you can expect a yearly compensation increase, so long as you are meeting the role expectations #AlwaysBeLearning!

Additionally, you will be eligible to participate in our quarterly Success Share program which is a 10% bonus on your eligible earnings when we hit our quarterly revenue target.

Long-Term Incentive Plan: As part of your compensation package, you will be eligible to participate in the company's Long-Term Incentive Plan (LTIP). Your equity grant will be commensurate with the Specialist band of this role.

Benefits: medical, dental, and vision insurance; flexible vacation policy, 11 federal holidays, 2 LifeLabs holidays, Kind Fridays, Clean Break (Paid Time Off benefit during the last week of the year), 401K match, team profit share, 4 Learning Days, Health & Wellness benefit, dedicated peer coach, ongoing training, biannual team retreats, and more!

What You’ll Do:

1. Client Success

Plan and Execute Rollouts:

Develop detailed rollout plans, including timelines, resources, and communication strategies.

Client Onboarding and Training:

Onboard new, returning and rebooking clients, provide training on the product, the platform and ensure successful adoption. Educate clients on how to get the most ROI for our product offerings.

Coordinate with Product Operations for onboarding support (i.e. logistical tasks - invoicing, scheduling, onboarding, travel, etc.)

Relationship Management:

Build and maintain strong relationships with clients, understanding their needs and goals. Strategically partner with consulting team to

Problem Solving and Escalation:

Identify and resolve issues, escalate complex problems, and ensure timely resolution.

Communication and Reporting:

Communicate effectively with clients and internal teams, providing regular status updates and reports.

Metrics and Analysis:

Track key metrics, analyze data, and identify areas for improvement and optimization. Create Learner & Sponsor sentiment & satisfaction reports and identify clients trends and patterns for reporting and future product development.

Product expertise:

Be the expert on how the product can best be rolled out and applied to meet client return on investment. Develop and maintain expertise both on client content, delivery but with our digital platform and how clients and learners interact with LifeLabs. Support our go-to-market strategy.

Client facing content management:

Create and maintain multi-media content for client enablement purposes (e.g. knowledge base articles, presentations, etc.)

2. Special Projects

Assist with a variety of special projects in collaboration with cross-functional teams.

Spot inefficiencies and look for opportunities to streamline, improve, and scale our processes.

Write a clear definition of “done” and success metrics for every project.

Involve Labmates who may be impacted by your project.

Always Be Learning: seek feedback from your collaborators and project sponsors.

Success metrics: 

Meet 95% of response time SLAs

Maintain a 85% CSAT score

Complete Monthly Metrics in Culture Amp every month.

What You’ll Bring:

Proven track record of managing client relationships, including onboarding, training, and rollout execution.

Ability to tailor program rollout and beyond to different client needs and ensure long-term product adoption and satisfaction.

Excellent written and verbal communication skills, with the ability to convey complex information clearly to clients and internal teams.

Comfortable working cross-functionally and coordinating across multiple stakeholders.

Ability to track, interpret, and report on key metrics (e.g., CSAT, adoption rates, learner sentiment).

Skilled in using data to identify trends, inform decisions, and drive continuous improvement.

Want to know what to expect ahead? 

Step 1: Complete the application below.

Step 2: Complete a Pre-Interview Work Simulation: Do a pre-interview work simulation (3 hours max self-led on our testing software. Typically candidates finish this step in 2 hours, however, we don't expect it will take everyone this long - no worries if you finish quicker!)

Given that this role works remotely, we want to see how you would work through some of the daily tasks, responsibilities, and challenges you would come across through a day-in-the-life work simulation. You'll get a sense of the role and give us an opportunity to see your skills in action.

Your answers will not be used for any other purposes beyond evaluating your candidacy for this role, as it’s important for both of us to get a glimpse of how you would handle a day-in-the-life of this role.

Step 3: Join an Expertise interview (60-minute interview over Zoom)

Step 4: Join a Role & Values interview (45-minute interview over Zoom)