WFH Client Success Team Lead

By Artdrop Art Supplies

Client Success Team Lead for Manga Drawing Program

Job Description

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 ensuring KPIs are met 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.

Company Culture:
We’re a small team and we’re looking for go-getters who value growth, results and action.

We believe in getting better every day, taking ownership, and delivering impact.

If something needs doing, we step up, wear the hats we have to, and make it happen.
As a company, we love investing in our team’s growth, so there’s a lot of opportunity to join courses, work with coaches and mentors and overall, just learn a bunch of new things and pick a bunch of new skills.

Since we’re small, there are a lot of SOPs that have yet to be put in place.
You’ll be helping pioneer processes and systems as the team grows.

If you enjoy learning how to figure things out and continuously challenging yourself to be better, then you’ll definitely enjoy working with us.



Tasks and Responsibilities:
Team Leadership & Mentoring
Lead and Mentor: Manage a small, high-performing team of 3-4 full-time Student Success Coaches (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: oneshot manga completion rates, NPS/client satisfaction, retention, and engagement metrics are met consistently.
Performance Evaluation: Conduct bi-yearly evaluation of each members’ performance as well as Month 1 and Month 3 of new hires
Training & Development: Conduct regular training sessions for your team to ensure they continue to upskill in coaching, client success and other areas that would benefit the team and their career growth.
Manage Team Schedules and Workloads ensure that deadlines for projects are met, weekly Zoom training sessions with our clients are conducted regularly and coaches have the right tools and capacity to interact with their team.
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
Use apps, tools and AI (such as CRMs, Automated Emails, ChatGPT) to assist in automating workflows and making the current processes more efficient
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?
3-4 Full-Time Student Success Coaches
Intern/Part-timers (depending on how much support is needed)

Requirements:
Stable internet connection
Own desktop/laptop
At least 4 years work experience in Client Success or Account Management
At least 4 years experience in a management position
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:
Advanced anime/manga drawing skills
Storytelling Skills
Experience with Clip Studio Paint or other manga creation software
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:
₱60,000 - ₱70,000 during trial period
₱80,000 - P100,000 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
Mid-year bonus
Team Performance Incentives upon KPI target hits
Extra Perks:
FREE Semi-private Zoom Manga Lessons with PRO Mangakas 2x a month