WFH Client Success Team Lead

Artillery Philippines is a fast-growing startup art brand looking for a full-time WFH Client Success Team Lead (aka Student Success Team Lead) under our global Learn to Draw Manga brand.

We are seeking a dedicated and organized Client Success Team Lead to ensure that our students in our Online Oneshot Manga Drawing Program achieve results in creating their own manga as quickly as possible through exceptional student onboarding experience, community support, mentorship, and course materials.

You will play a crucial role in managing, maintaining, and enhancing the operations and services of our online manga drawing program and services. You will also be responsible for hiring, training and mentoring the Client Success Team while establishing KPIs and maximizing the team’s results and efficiency.

You will be working in a fast-paced environment and the position involves close coordination with professional mangaka mentors, students, your team, and other departments.

Tasks and Responsibilities:

Team Leadership & Mentoring

Lead and Mentor: Manage a small, high-performing team of 2-3 full-time Student Success Coaches (with occasional interns) (and potentially interns) remotely, providing guidance, coaching, and feedback to improve both individual and team performance.
Performance Monitoring: Set and track team performance goals, ensuring that important KPIs like: client satisfaction, retention, and engagement metrics are met consistently.
Training & Development: Conduct regular training sessions for your team to ensure they are up-to-date with new course updates as well as best practices in customer success.
Manage Team Schedules and Workloads ensuring that weekly Zoom training sessions with our clients are conducted regularly
Escalation Point: Act as an escalation point for both your team and clients, resolving complex or urgent issues and ensuring the client experience is seamless.
Implement and Refine success strategies to improve student outcomes and retention.
Process Improvement & Program Optimization

Refine and document coaching call flows, milestone check-ins, and success playbooks.
Collect and analyze student feedback to enhance the program experience
Work with your team to address common student challenges by improving the curriculum and course materials
Collaborate with marketing, sales and finance team to align messaging with the student experience
Research and stay up-to-date with industry news and development to make sure that the service and course materials we provide are relevant and address current client needs
Collect client testimonials and coordinate with marketing team for client interviews
Communication & Reporting

Regularly update leadership on student success metrics, challenges, and areas for improvement.
Ensure clear internal communication across departments to support student needs.
Maintain accurate records of student interactions and progress in the CRM/system.
Collaborate with cross-functional teams, such as sales & marketing to contribute to the growth and success of our manga program.
Who’s your manager?

CEO
Who’s on your team?

2-3 Full-Time Student Success Coaches
Intern/Part-timers (depending on how much support is needed)
Requirements:

Stable internet connection
Advanced anime/manga drawing skills
Own desktop/laptop with Clip Studio Paint or other manga creation software
At least 4 years work experience in Client Success or Account Management
At least 2 years experience using a CRM like GHL or HubSpot
Experience creating systems and streamlining processes
Knowledge of Client Success best practices
Highly motivated and obsessed with the success of their clients
Highly analytical and makes data-driven decisions
Experience managing a team and driving team performance
Excellent verbal and written English
Can work under pressure and consistently meet deadlines and KPIs
Strong teamwork skills with ability to work not only with their team but also other departments
Loves challenges and learning new things
Work hours:

2 days off: Days TBD
Willing to work on weekends (days off will be offset to weekdays)
Flex time
Nice to have:

Experience creating their own manga/comics/webtoon
Experience with email/sms automation tools
Experience setting up CRMs
This is NOT for you if:

You are a student
You are looking for a part-time job
You want a slow-paced, comfortable, repetitive job
You have a hard time multitasking
You easily get discouraged when things don't go as planned
You will have a 3 - 5 month paid training/trial period.

Compensation & Benefits:

₱P45,000 - ₱50,000 during trial period
OTE (On-Target-Earnings): ₱1,025,000 - ₱1,100,000
₱55,000 - ₱60,000 base salary upon regularization (determined by performance & skill after trial evaluation)
Basic Benefits such as SSS, PAG-IBIG and Philhealth Allowance
Incentive bonuses for joining manga contests (P30,000 - P40,000)
13th month bonus
End-of-the-year bonus (Capped at 1 month worth of salary)
Mid-year bonus (Capped at 1 month worth of salary)
Individual & Team Performance Incentives upon KPI targets hit (P200,000+ worth of incentives)
Extra Perks:

FREE Semi-private Zoom Manga Lessons with PRO Mangakas 2x a month