Customer Success Manager

Dawn Meida is on a mission to unlock growth for small businesses with honest, high-quality marketing that lifts everyone involved. By joining Dawn Media, you’ll help small business owners hit their goals and touch lives across their customer base. You'll be indirectly impacting local communities and changing lives. At Dawn Media, we don’t just hire for open roles—we hire for impact. If you’re exceptional at what you do and align with our core values: competitive greatness, sincere candor, and unimpeachable character, we want to know you. Role We’re looking for a Customer Success Manager who’s available to work in US time zone. Preferably someone from LATAM. As a Customer Success Manager at Dawn Media, you’ll own the customer journey and ensure every client receives white-glove service. You’ll be the primary point of contact, providing timely responses, resolving issues, and guiding clients through onboarding, services, and products. To be a successful Customer Success Manager, one must excel at working directly with clients to problem solve or answer inquiries, think critically, communicate with clients and teammates, and identify opportunities for improved customer experience. You are the Dawn Media client’s main POC throughout their customer journey, and therefore you are expected to maintain an enthusiastic “can do” attitude to provide them the necessary resources You’ll collaborate cross-functionally with Sales and Fulfillment - ensuring handoffs are clean, insights are shared, and clients feel seen, heard, and supported. The bar is high, but so is the opportunity. In this role, you will shape the way thousands of business owners experience our brand - and lay the operational foundation for our next stage of scale. Responsibilities: Provide expert support to Dawn Media customers and collaborate with the fulfilment team and internal sales teams by addressing customer requests promptly and thoroughly. Treat every customer with a “white-glove” service mentality embodying our core values in your responses, ensuring that all inquiries via phone, email or SMS are answered specifically to the concern of the individual customer Work closely with internal teams to ensure projects progress smoothly and adhere to timelines. Identify potential roadblocks and proactively address them to keep projects on track. Facilitate the seamless onboarding of new clients, ensuring they understand our processes, capabilities, and expectations. Manage the offboarding process to ensure a smooth transition and collect valuable feedback for continuous improvement Advise customers on how to best access Dawn Media workshops, events, and product information Responsible for researching and resolving complaints through internal or escalation processes to ensure high satisfaction Handle customer escalations via phone, email, and SMS with professionalism and accuracy Own internal customer service processes ensuring compliance and accurate reporting for both workshops and book service/products Work closely with your workshop events teammates to ensure attendee information is accurate and vetted for each workshop date Leave every Dawn Media customer with a positive experience to increase brand awareness and build a strong sense of community Provides regular input to Director of Customer Success on reporting, areas of improvement related to customer experience and satisfaction, and process improvements Assist with ongoing creation and development of SOPs that support our Customer Success objectives Results: Customer issues and requests revolving around product/service are documented and resolved All customer interactions are recorded in CRM by EOD each day Customers are supported in a consistent, friendly and enthusiastic manner All policies and procedures are followed to optimize the customer experience and ensure high-value engagements with each customer Client Success Manager remains up to date on the service/products to demonstrate technical and strategic competence when handling support inquiries or questions Consistently follows escalation protocol put in place by the Director of Customer Success Resolve non-escalated inquiries on average within 24-hours Maintain an average email first response time of >60 minutes Maintain a client satisfaction rating of above 4.5/5 Maintain a client effort score rating of 4.5/5 Create loyal brand advocates through WOW experiences Requirements: At least 3+ years of professional experience in Customer Service, Client Experience or other front-facing luxury guest experience position(s) Strong customer orientation with desire and willingness to help provide the possible customer experience Able to self-direct and properly manage one’s time, strong sense of urgency and autonomy Experience in building and maintaining strong relationships with customers Excellent communication skills, both written and verbal Preferred experience with CRM and ticketing systems such as ClickUp, GoHighLevel, Hubspot or Intercom Experience with Microsoft word and Excel, or Google Docs and Sheets Ability to learn quickly and execute at a high level with speed Ability to work under stress and pressing deadlines Able to make autonomous decisions of how to handle customers based on position training, company moral/values and set guidelines Able to handle difficult conversations regarding upset customers and de-escalate those situations Able to work M-F 8AM-5PM US Time; Must be flexible and able to work additional hours/weekends before workshop events/holidays if the situation warrants it Able to multitask efficiently and without issues Generally reachable and responsive to slack during working hours Location: Remote, LATAM Days/Hours: 5 days a week / US hours (possibility of adding a 6th day if necessary) Compensation: This position is 100% commission. The breakdown per product is below. You are going to manage 50 clients at any time You will be compensated $50 per client: $50 x 50 = $2,500 As you get more experienced, more clients will be assigned to you. Client cap: 70 active clients ( $50 per client x 70 = $3,500 commission per month) BONUS : $50 per client who upgrades after 3 months. CSM allocation - 50 “free” clients @ 60% free client → paid client = 30 paid clients $30 x 50 paid clients = $1,500 bonus At minimum KPI (60%). So if you’re upselling 70-80%+ the potential is higher. OTE (On Track Earnings) at 60% upsell rate First 3 months = $2,500/pm After 3 months = $4,000/pm Dawn Media Core Values Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business. C ompetitive Greatness Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns. Sincere Candor Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally. Unimpeachable Character Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.