Customer Success Manager

About Business Mentorship:

James Smith is one of the UK's most followed fitness and business coaches, with a content and brand ecosystem built alongside Genflow, the world's biggest creator agency.

Business Mentorship is his flagship coaching programme, built for small business owners, many of them personal trainers and service providers, who want to take what they already do well in person and build a real online business around it: content that gets attention, a system for turning followers into leads, and pricing and offers that create genuine demand.

Members get access to 2 live weekly group coaching calls, a private Discord community, and a series of courses which break down the frameworks James has used himself along with helping hundreds of small business owners grow.

As the community grows, we are bringing on a dedicated Customer Success Manager to own the day to day member experience: running the Discord community, keeping the program organised and on track, and giving members practical support as they work through the programme.

Learn more:

James Smith: https://www.instagram.com/jamessmith/

Business Mentorship: https://www.jamessmith.business/

The role:

Think of this role as the engine room of the mentorship experience. James and the team will show up in the discord to offer advice on an ad-hoc basis and will run the regular live calls, but it is the Customer Success Manager who makes sure the community runs properly every single day: questions get answered quickly, work shared by members gets reviewed, and members who go quiet get followed up before they fall off track.

This role is ideal for someone who wants to build a career in business consultation, community management, or coaching operations within the online education and creator space. You do not need years of consulting experience, but you do need to be organised, personable, and genuinely interested in helping small business owners get results.

Over time, you will build real working knowledge of what makes a small business grow, and you will be trusted to give members practical, first-line guidance on the areas the programme covers: content, pricing, offers, and lead generation.

You will work closely with James and the coaching team along with Genflow's wider marketing and operations team, freeing them up to focus on teaching and strategic objectives to build the business and drive revenue, by taking full ownership of the community and logistics.

KEY RESPONSIBILITIES:

Day to day discord community management-

• Be the go-to, active presence in the Discord every working day
• Welcome new members and keep the community engaged
• Post and manage reminders for calls, masterclasses and events
• Moderate channels and flag anything that needs a coach
• Give first-line feedback on content, pricing and landing pages members share
• Spot recurring questions and feed patterns back to the coaching team
• Keep community resources and pinned materials up to date

Operational Management-

• Own the calendar: scheduling, reminders, attendance
• Track attendance, engagement and homework completion
• Follow up directly with members who go quiet or fall behind
• Coordinate live events and masterclasses, including guest speakers
• Keep records of member progress and flag at-risk members early
• Support new members through onboarding

Consultative support for small business owners-

• Give members practical, first-line advice on content, pricing, offers and lead generation
• Review member work and give clear, specific feedback
• Help members get unstuck between calls by pointing them to the right resource
• Build strong knowledge of the curriculum so advice stays consistent with what James teaches
• Know when to escalate a question to James, Cam or Olly

General requirements:

• Able to work independently and show up in the community every working day
• Remote, but able to cross-over with our UK team for minimum 5 hours a day
• Warm, clear communicator who builds trust quickly
• Organised and detail-oriented
• Genuinely interested in small business, content and the creator space
• Comfortable on camera to join live calls (a plus)

Skills & experience:

• Experience in account management, customer success, community management or coaching operations
• Discord or online community moderation experience (strong plus)
• Understanding of small business fundamentals: pricing, offers, content, lead generation
• Strong written communication skills
• Able to juggle multiple moving parts without letting anything slip
• Bonus: experience in personal training, coaching or the content creator space
• Bonus: experience in a coaching programme or membership as a coordinator, moderator or support role