Job Description

Company : Leverage Media

Reports to: President - Leverage Media

Location: Newark, New Jersey

Job Description:

Leverage Media, a digital media company specializing in the sale of real estate courses and in-person training events, is seeking a motivated and experienced Director of Customer Success . In this role, you will be responsible for ensuring that our customers have a seamless and impactful experience throughout their learning journey. You will play a critical role in driving customer satisfaction, retention, and engagement, helping our clients succeed in real estate through our courses and events.

Key Responsibilities:

Customer Success Strategy and Planning:

• Own the customer success strategy, focusing on onboarding, retention, and maximizing the value customers derive from our real estate courses and training events.
• Develop and implement customer success plans tailored to different customer segments, ensuring that customers feel supported and have clear pathways to success.

Customer Support and Relationship Management:

• Serve as the primary point of contact for customer inquiries, ensuring timely and effective responses to questions or concerns about the course materials, event details, and post-event follow-up.
• Foster strong relationships with key customers, ensuring they achieve their goals and become long-term advocates for Leverage Media’s real estate offerings.

Collaboration and Feedback Integration:

• Collaborate with sales, marketing, and product teams to relay customer feedback, identify opportunities for improvement, and help shape future course offerings and event structures.

Engagement and Retention:

• Proactively monitor customer engagement metrics to identify at-risk customers and implement strategies to improve retention and reduce churn.
• Organize and facilitate live Q&A sessions, webinars, or other support initiatives to engage with the customer community and drive value.

Onboarding and Resource Development:

• Lead the creation of onboarding materials, FAQs, and other resources that enhance the customer experience and ensure they are well-prepared for both digital and in-person components.

Metrics and Reporting:

• Track customer success metrics and report on KPIs such as Net Promoter Score (NPS), retention rates, and customer satisfaction to ensure continuous improvement.

Qualifications:

• 5-10 years of experience in customer success, account management, or a related field, preferably within digital media, online education, or real estate sectors.
• Proven track record of driving customer retention and satisfaction in a subscription-based or course-driven business model.
• Excellent communication and interpersonal skills with the ability to manage and resolve customer challenges effectively.
• Strong organizational skills and attention to detail in managing customer relationships and support inquiries.
• Familiarity with CRM systems, customer success platforms, and online education tools is preferred.
• Passion for real estate, education, and helping others achieve success through learning.
• Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.

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