Customer Success & Sales Lead

Company Description

KINETIQO is a growing movement and human-performance company built around the Roye Gold method.

We are looking for a Customer Success & Sales Lead to own the post-acquisition member experience while directly driving retention, expansion revenue, and high-ticket sales.

This is a hands-on, performance-driven role combining customer success, retention, member monetization, and consultative sales.

You will own the member relationship from onboarding onward—helping members get value from KINETIQO, resolving issues, reducing churn, identifying expansion opportunities, and managing qualified prospects for KINETIQO’s high-ticket Inner Circle offering.

Role Description

The Customer Success & Sales Lead is a full-time remote role responsible for driving client satisfaction and revenue growth. Day-to-day tasks include onboarding new clients, providing ongoing support, and ensuring that clients successfully adopt and benefit from Kinetiqo’s training programs. The role involves managing customer relationships, responding to inquiries, resolving issues, and collecting feedback to improve services. The Customer Success & Sales Lead will also identify upsell and cross-sell opportunities, conduct product consultations, and support sales campaigns and outreach. Collaboration with marketing, operations, and coaching teams is expected to align client success initiatives with business objectives.

Customer Success & Retention

• Own day-to-day member support and deliver a consistently professional, member-first experience.
• Own member onboarding and activation, ensuring new customers understand how to access the platform, begin their practice, and get value from their membership.
• Manage member inquiries, account issues, billing questions, cancellations, and refund requests.
• Identify members at risk of churn and proactively address barriers before cancellation.
• Manage cancellation conversations and retention opportunities where appropriate.
• Track recurring complaints, friction points, and churn drivers and share actionable insights with Product, Growth, and Operations.
• Maintain accurate documentation of significant member interactions and outcomes.

Community Revenue & Member Expansion

• Drive incremental revenue through membership upgrades, cross-sells, and one-time program sales.
• Identify qualified opportunities based on member behavior, needs, engagement, and goals.
• Proactively contact members who may benefit from annual plans, additional programs, or higher-touch support.
• Manage the complete upgrade process from identification and outreach through conversion and payment.
• Maintain accurate CRM records for every opportunity, interaction, next step, and outcome.
• Track expansion revenue against monthly targets.

High-Ticket Sales: Inner Circle

• Own qualified Inner Circle opportunities from initial discovery through closing and onboarding.
• Conduct structured discovery calls to understand member goals, challenges, urgency, and program fit.
• Present the Inner Circle offering clearly and confidently.
• Handle objections, follow up consistently, and move qualified opportunities through the pipeline.
• Own Inner Circle pipeline management and forecasting.
• Maintain clear next steps and follow-up dates for every active opportunity.
• Coordinate onboarding and handoff for closed clients.
• Track lost-deal reasons and provide insights that can improve positioning, qualification, and marketing.
  

Reporting & Operations

• Maintain a reliable view of performance across customer success, retention, expansion, and sales.
• Produce weekly reports covering pipeline status, conversions, revenue generated, cancellations, and key customer issues.
• Maintain monthly scorecards covering CSAT, retention and save rates, expansion revenue, and sales conversion.
• Track performance against agreed KPIs and identify areas requiring improvement.
• Identify recurring churn, customer experience, and sales patterns and recommend specific actions.
• Maintain accurate CRM and customer records as the source of truth for member and sales activity.
  

Success Metrics

• First-response SLA: <6 business hours
• Cancellation save rate: ≥20%
• Qualified Inner Circle opportunity → closed-won: ≥15–20%
• CRM opportunity and member interaction tracking: 100%
• Weekly pipeline and performance reporting: 100% on time
• Expansion revenue: Monthly target achieved and tracked
• New-member activation: Target established and tracked
• CSAT: Baseline established during the initial period, followed by an agreed performance target

Compensation

• Base Salary: Up to $1,200 USD/month, depending on experience.
• Commission: Performance-based commission on eligible membership upgrades, product sales, and Inner Circle conversions. The commission structure and earning potential will be shared with shortlisted candidates.

This is a performance-oriented role where total compensation can increase significantly based on measurable sales and revenue results.

How to Apply

• Please send your CV to [email protected].