Customer Success Coach

Full time. Remote. 

SamCart supports digital creators along with two other product lines: Typeset and CreatorU.  Typeset focuses on helping creators build digital products through a generative AI platform, while CreatorU supports creators by providing resources on how to build your product and your business with online courses as well as group and one-on-one coaching sessions for how to get your business up and running. 

Customer Success Coach

With growth on the CreatorU Team, we are seeking to hire another Customer Success Coach, who will primarily be responsible for providing coaching to our CreatorU Coaching customer base.  To thrive in this role, you must have compassion and empathy for all our customers, as well as a passion to teach and help them succeed.  This role will require the ability to connect with our customers, as well as product expertise across all three of our products.  This role will report directly to our Coaching Program Manager.  

Key Responsibilities:

• Partner with the coaching team to understand the unique needs of each individual customer, including their expertise, digital products, and SamCart instance.
• Interview customers as needed to better understand their expertise and what they want to offer the market.
• Participate in recordings and virtual events to help our customers learn industry and SamCart best practices, as well as interview customers to help them with VSLs and other video collateral. 
• Assist with product creation and set up in SamCart and Typeset–creating ebooks, sales pages, funnels, order bumps, and upsells.  
• Project manage the delivery of CreatorU Accelerator and other CreatorU Coaching programs across your assigned customers as needed.
• Track customer correspondence and progress to ensure visibility across the entire CreatorU team. 
• Manage and participate in the coaching community space, engaging with customers as needed. 
• Be able to offer recommendations and strategic guidance to creators on products to build, how to sell to their market, and how to succeed as an entrepreneur. 

The personal attributes include... 

• Execution Focused: Apolitical, driven by growth objectives and/or pride in work, but not personal glory.
• Curious: A deep willingness to learn, realize that no one knows everything, and you are comfortable with that and willing to put the work in to acquire new skills as needed.
• Motivator: Both self-motivated and great at motivating others. You don’t wait to be told what to do, and if you see something that needs to be done, you act.
• High integrity: You know right from wrong and are fully invested in doing the right thing at all times. You keep your word, follow through, and do what you say you will do. Don’t cut corners ethically, and always do what is right as opposed to what’s simply convenient.
• Team Player: Collaborative, hardworking, problem-solver who leads by example. You could never ask anyone to do something you are not willing to do yourself.
• Empathetic: You can feel the heartbeat of the organization and our customers. Others trust you and share with you.
• Entrepreneurial: You think outside the box; you can do more with less; you are resourceful and fiscally responsible in the pursuit of business objectives.
• Flexible: You adapt as situations change and are comfortable with ambiguity and constant change.
• Big-Picture Thinking: You are always exploring and evaluating new ideas and processes that make the organization better.
• Charismatic: You have a presence about you when working with customers that makes them influenced by you and want to learn from you.
• GSD: You get stuff done. Period. 

Key Success Outcomes:

• Deliver 15+ customer calls a week
• Create 15 digital products each month within Typeset and SamCart for customers. 
• Be able to manage client correspondence within our online community and Slack thread, with an average first response time of 4 business hours. 
• Attend and facilitate 1-2 weekly group calls with coaching customers, demonstrating how to develop their digital product and grow their business. 

Qualifications:

• Minimum of 3+ years SAAS experience in customer success, CX, or service capacity with customer-facing interactions
• Approach work by leading via example, joining team member client calls to teach in real time, and providing feedback.
• Ability to work across departments to foster additional cross-departmental opportunities
• Pragmatic approach to solving complex problems with a bias for action
• Has worked in a fast-growing and changing environment, going through different growth stages
• Demonstrated record of success in a goal-oriented, highly accountable environment

This is what you’ll love about SamCart

Our co-founders always say, “Their success is our success,” and we believe that about our people, too! We want everyone to love their job at least 80% of the time, and when you are successful, the whole team is successful. 

• Diversity adds value to everything we do - We hire from and for a wide range of backgrounds and experiences to allow the team to bring their own unique ways of thinking and working to each project
• We have unlimited PTO with an encouraged 14-day minimum to empower our team members to maintain a healthy balance in their day-to-day lives.  
• Yay, we have 401K! 
• Health Insurance premiums are covered 100% by SamCart for you +1, be it a significant other or child. 
• Supportive Parental leave policies for all parents 
• Career growth and development are essential here at SamCart, and we want all team members to build sustainable, future-proof, and adaptable careers.

Our Core Values

• Play to Win. We play offense every single day. Unshaken by bigger companies, we see them as proof of what’s possible. We adapt, innovate, and outthink them.
• Take Risks, Embrace Failure. Fear doesn’t paralyze us—standing still does. We take risks and embrace failure because it’s the quickest path to success.
• Complexity is the enemy. We keep it simple and stay lean in everything we do—our teams, projects, product, and strategies. We double down on what works, perfecting the few things we do best.
• Ahead of the Curve. Always. We combine intuition, experience, and data to drive breakthrough ideas. We stay curious, spot trends early, and know our customers, market, and business better than anyone.
• The Customer is everything. We treat their business like it’s our own. Their wins are our wins. Their goals are our goals.
• Work with Purpose, Live with Balance. Work is important, but it’s not everything. Our greatest wins happen when we bring our best to work, without sacrificing what matters most: our families, friends, and our personal growth.

Want to learn more about what SamCart Culture looks like? Check out our Culture Page here: Culture @ SamCart