We are looking for a fun, detail-oriented, compassionate, and driven individual to join the New Parents Academy team! If you love taking ownership, solving problems, bringing ideas to life, and making meaningful experiences even better while believing in our mission of helping millions of first-time parents enjoy the newborn stage, you might be the perfect fit for this position!
CUSTOMER SUCCESS MANAGER:
Role Type: Part-Time Remote (U.S. Based)
Hours: 8–10 hours/week (with room to grow).
Compensation: $30/hour plus annual bonuses (with room to grow based on performance)
ROLE DESCRIPTION:
The Customer Success Manager's primary responsibility is creating an exceptional experience for every member inside the New Parents Academy community. This isn't simply a customer support role. We're looking for someone who gets excited about building community, improving the member journey, creating engaging experiences, and constantly asking, "How can we make this even better?" The ideal candidate naturally notices opportunities for improvement, comes up with creative ideas, and takes initiative to bring them to life.
AREAS OF RESPONSIBILITY:
• Onboarding Support: Assist with member onboarding tasks to ensure new clients are activated and set up for success within their first 10 days.
• Member Success: Proactively help members get the most value from their membership by connecting them with the right resources, encouraging participation, and celebrating milestones.
• Community Experience: Continuously look for ways to make the membership more engaging by creating discussion prompts, challenges, celebrations, and other interactive experiences that encourage members to connect, participate, and support one another.
• Member Feedback: Gather member feedback, identify trends, and recommend improvements that strengthen the overall member experience.
• Process Improvement: Continuously look for ways to improve systems, templates, and workflows that enhance the member experience.
• Cross-Functional Support: Collaborate with team members on projects and provide support during launches.
SUCCESS CRITERIA:
The Customer Success Manager helps support the following key metrics:
• Member Success & Engagement: Improve member retention, community participation, renewal rates, survey feedback, and member success stories through thoughtful engagement and continuous improvement of the member experience.
• Project Ownership: Take ownership of projects and follow through to ensure they're completed on time and with attention to detail.
• Client Communication Systems: Build and maintain member-facing emails and automations in all systems.
FUNCTIONAL SKILLS:
• Clear and effective oral and written communication with good grammar which ensures great communication with customers and team.
• Creative problem solving with the ability to think of new ways to improve the member experience without waiting to be asked.
• Extremely detailed-oriented as this role is a two-way communication channel with our members
• Tech savvy to adapt to new tools required for this role and discover new tools that could improve processes and member experience.
• Prioritization of tasks and projects to ensure on-time completion as this role is responsible for the implementation of multiple deadline-oriented projects that often overlap.
• Process-driven thinking as you implement and improve existing processes and create new ones to improve efficiency and consistency of customer experience.
WHAT MAKES SOMEONE SUCCESSFUL IN THIS ROLE:
• Takes Initiative – You don't wait to be told what to do. You notice opportunities, take ownership, and proactively look for ways to improve the member experience.
• Creative – You enjoy coming up with fresh ideas that make our community more engaging, valuable, and fun. You're always thinking, "How could we make this even better?"
• Compassionate – You genuinely care about helping first-time parents feel supported, encouraged, and never alone during one of the biggest transitions of their lives.
• Resourceful – You're comfortable figuring things out independently, learning new tools, and finding solutions when challenges arise.
• Solution-Oriented – When something isn't working, you focus on solving the problem rather than dwelling on it. When presenting a challenge or problem, you bring ideas for the solutions that will solve it.
• Organized & Reliable – You can manage multiple projects, follow through on commitments, and keep details from slipping through the cracks.
• Coachable – You welcome feedback, enjoy learning, and are always looking for ways to grow personally and professionally.
• Team Player – You're excited to collaborate, support your teammates, and contribute wherever you're needed to help our members succeed.
PRIOR WORK EXPERIENCE:
You are a strong written communicator who genuinely loves helping people. You thrive in environments where you can take ownership, bring creative ideas to life and solve problems independently.
Experience in education, customer success, community management, coaching, hospitality, or similar people-focused roles is helpful but not required.
ABOUT NEW PARENTS ACADEMY:
We're on a mission to support first-time parents so they can enjoy the newborn stage, feed their babies however they choose and get as much sleep as possible. We do this through sharing evidence-based education and resources in our courses and online community. We have thousands of parents in our programs and are growing by the day!
