LifeLabs Learning is the source for instantly useful, delightfully unusual, science-backed training for managers and teams. We teach skills to build passionate and high-performing teams faster.

We're a diverse team of experts who focus on tipping point skills like coaching, feedback, prioritization, and inclusion — teaching only the behaviors that lead to the biggest impact in the shortest time. We make these skills stick by helping organizations build them into their culture and systems - and we have fun doing it! Learn more about us here!

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Client Support & Success Coordinator

LifeLabs Learning is seeking a highly creative and experienced Client Support & Success Coordinator to join our team. As our Client Support & Success Coordinator, you will be responsible for onboarding new clients, supporting our Help Desk, creating client enablement materials, and liaising with internal teams to ensure an effective and streamlined client experience.

What You’ll Do:

1. Client Support  

Purpose: Providing outstanding support to clients to support in client retention. 

• Maintain expertise over our product offerings, supporting technologies, and their functionality.

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

• Handle all post-onboarding client requests for product support as needed during the course of the program 

• Respond to all client and Labmate communications with clarity, accuracy, simplicity and warmth in line with our Service Level Agreements (SLA’s)

  • Review, route, and respond to submissions to our product ticketing system

  • Answer client questions and loop in the appropriate collaborators when needed

    • Communicate client policies accurately

    • Troubleshoot reported issues related to products and product systems and follow up with Clients to ensure that reported technical difficulties have been resolved.

    • Lead or attend client calls for support as needed

• Manage and execute on emergency communications to our clients in response to world events, security issues, or other urgent matters

2. Client Success

Purpose: Providing clients with resources to improve their ability to use our products successfully

• Maintain expertise over our product offerings, supporting technologies, and their functionality.

• Guide new sponsors through an onboarding experience and support returning clients in deepening their product adoption

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

• Plan and hold client events and community programming to

  • Educate clients on how to get the most ROI for our product offerings

  • Support our go-to-market strategy

• Create Learner & Sponsor sentiment & satisfaction reports and identify clients trends and patterns for reporting and future product development.

• Collaborate with Client Support, Client Operations and the BD teams as needed to identify content needs for clients and learners

• Support external product communication across multiple channels (e.g. email, Slack, live presentations, etc.) 

• Support the maintenance of Client Success and Support playbooks and product resources (videos, product descriptions, etc)

3. Special Projects

Purpose: Support the CS team and grow LifeLabs by applying your unique strengths, skills, and knowledge in ways that align with business objectives. 

• Assist with a variety of special projects in collaboration with our Director of CS and others.

• 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.

What You’ll Bring:

• Experience in a customer-facing role, with a proven ability to provide exceptional service, and address customer inquiries or concerns in a professional and timely manner.

• Experience using a client support system like Freshdesk or Zendesk

• Experience using a CRM tool like Hubspot or Salesforce

• Experience with writing client facing technical documentation

• Ability to demo and explain technical tools and structures

• Ability to use Canva, Google Slides, and Powerpoint

• Ability to facilitate to conduct a client kickoff or tech demo meeting

The deets:

• Start date: ASAP

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

• Employment Type: Full-time

• Starting Salary: $55K -$60K starting base salary

  • Starting salary matches your skills and readiness for the role assessed during the interview process.

• 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! This translates into a predictable raise up to $80K base salary, after which your base salary will increase based on an annual merit increase.

• 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.

  • Year 1: 10% of 60K Year 2: 10% of 65K Year 3: 10% of 70K  Year 4: 10% of 75K Year 5: 10% of 80K Year 6: 10% of 80K + 2% COLA

• 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 Generalist band of this role. 

• Benefits: medical, dental, and vision insurance; flexible vacation policy, 10 federal holidays, 2 LifeLabs holidays, Kind Fridays (employees have the option to end work at 3pm local time on Fridays), and CLean Break (Paid Time Off benefit during the last week of the year), 401K match, team profit share, 4 Learning Days, dedicated peer coach, ongoing training, biannual team retreats, and more!

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 (60 minutes max self-led on our testing software. Typically candidates finish this step in less than 1 hour, 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 a Role & Values interview (60-minute interview over Zoom)

• We’ll ask you questions about your skills and experience related to the role.

Step 4: Join a Client Support & Success Q+A (30-minutes over Zoom)

*Note: All live interviews will be recorded and erased after 3 years of the interview (so you can be automatically considered for future openings), or upon your request.

To start! If you're interested: please send us your resume and complete the application below.

Let’s do this! Come be part of a team where you will learn something new every day, challenge yourself and others, laugh a lot, and make a real impact by teaching people life’s most useful skills.

LifeLabs Learning is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We will not have access to your personal Equal Employment Opportunity Commission information during the interview process. LifeLabs Learning is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, please let us know in your application or email us at Work@LifeLabsLearning.com