Fractional Customer Success Manager

Role OverviewThe Fractional Customer Success Manager will own the agent onboarding experience, ongoing engagement, and LMS support for enrolled students. This role is critical to reducing churn on the individual subscription product, increasing certification completion rates, and building the foundational infrastructure for a scalable CS function. The role may eventually absorb scope pending scope redefinition. Reference: 30\-60\-90 Day Customer Success Setup Plan (Google Drive)Key Responsibilities

• Own the new agent onboarding process: welcome emails, platform orientation, FAQ management, and first\-week engagement.
• Manage the LearnWorlds LMS student experience: troubleshoot access issues, track course progress, and follow up on incomplete certifications.
• Execute the 30\-60\-90 Day Customer Success Setup Plan, establishing processes, workflows, and CRM infrastructure for the CS function.
• Proactively monitor student engagement and intervene with re\-engagement campaigns before churn risk escalates.
• Maintain a live FAQ document and build a knowledge base for common student questions.
• Support the individual subscription product ($8/month): handle billing inquiries, manage renewals, and track MRR churn.
• Segment enrolled agents by engagement level and surface high\-value students for upsell into the designation certification.
• Coordinate on LMS platform updates that affect the student experience.
• Report weekly on onboarding completion rates, course progress, and student satisfaction.

Employment Type \& Compensation

• Employment Type: Fractional / Part\-Time Independent Contractor
• Location: Remote — must be available for student inquiries during business hours
• Estimated Hours: 10–15 hours per week
• Estimated Hourly Rate: $30–$40/hour
• Monthly Total: $2,000/month (fixed fractional rate)

Ideal Candidate Profile

• 2\+ years in customer success, account management, or education program coordination.
• Experience with LMS platforms (LearnWorlds, Teachable, Thinkific, or similar) strongly preferred.
• Comfortable with HubSpot, Intercom, or similar CS/CRM tools.
• Self\-directed and detail\-oriented.

Pay: $30\.00 \- $40\.00 per hour

Benefits:

• Flexible schedule
• Paid training
• Work from home

Work Location: Remote