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Company: Pathfinder Consulting
Location: Nigeria (Remote)
Salary: ₦250,000 per month
Job Type: Full-time
Join Pathfinder Consulting as a Client Success Manager
Pathfinder Consulting is seeking an experienced and highly organized Client Success Manager to oversee the complete client journey—from payment confirmation through successful programme completion. This remote opportunity is ideal for professionals who excel at relationship management, client communication, and delivering exceptional customer experiences.
As a trusted partner to clients, you will coordinate onboarding, manage programme progress, resolve concerns, and ensure every client receives outstanding support throughout their engagement. Working alongside coaches, consultants, immigration professionals, programme coordinators, and leadership, you will play a vital role in maintaining high client satisfaction and operational excellence.
About Pathfinder Consulting
Pathfinder Consulting is a global consulting firm specializing in:
- Career coaching
- Immigration and relocation advisory
- Study-abroad consulting
- Sponsorship guidance
- Business acquisition consulting
The company supports professionals, entrepreneurs, students, immigrants, and job seekers across multiple countries through personalized advisory services. Its programmes include CV writing, LinkedIn optimization, interview preparation, job search support, immigration consultations, EB2-NIW guidance, sponsorship assistance, and business acquisition services.
Job Summary
The Client Success Manager will be responsible for ensuring clients receive a seamless experience from onboarding to programme completion. This post-sales role requires outstanding communication skills, excellent organizational abilities, emotional intelligence, and strong attention to detail.
You will manage multiple clients simultaneously, monitor progress, coordinate internal teams, and proactively address issues before they become major concerns. Success in this position depends on your ability to build trust, maintain clear communication, and keep every client informed throughout their journey.
Key Responsibilities
Client Onboarding
- Welcome new clients after payment confirmation.
- Confirm purchased programmes and services.
- Collect all required documents, forms, and questionnaires.
- Assign clients to the appropriate coach, consultant, or case manager.
- Provide onboarding materials, booking links, programme timelines, and next steps.
- Clearly explain programme expectations, responsibilities, deliverables, and timelines.
- Maintain accurate client records throughout the onboarding process.
Client Success & Programme Coordination
- Manage each client’s journey from onboarding through completion.
- Monitor appointments, deadlines, milestones, and deliverables.
- Follow up on outstanding documentation and incomplete tasks.
- Coordinate with internal teams to ensure timely service delivery.
- Provide consistent progress updates.
- Identify inactive or delayed cases and implement corrective actions.
- Keep clients informed about completed tasks and upcoming stages.
Client Communication
- Serve as the primary contact for assigned clients.
- Respond professionally through email, WhatsApp, Zoom, phone calls, and approved communication channels.
- Explain complex processes in simple, easy-to-understand language.
- Set realistic expectations while maintaining transparency.
- Handle challenging conversations calmly and professionally.
- Build strong relationships with clients from diverse cultural and professional backgrounds.
Client Retention & Satisfaction
- Conduct regular client check-ins.
- Identify concerns before they escalate into complaints.
- Resolve routine issues while escalating complex matters when necessary.
- Gather client feedback throughout programme delivery.
- Support successful programme completion and offboarding.
- Request testimonials, referrals, reviews, and success stories.
- Recommend additional services or programme extensions when appropriate.
Complaint Resolution
- Investigate client concerns thoroughly.
- Document complaints and agreed resolutions.
- Resolve issues within authorized limits.
- Escalate sensitive or high-risk matters to management.
- Follow up after resolution to confirm client satisfaction.
- Avoid making unauthorized legal, immigration, employment, financial, or admissions commitments.
Administration & Reporting
- Maintain confidential and accurate client records.
- Update CRM systems, spreadsheets, calendars, dashboards, and client trackers.
- Prepare weekly reports covering:
- Client progress
- Outstanding deliverables
- Complaint status
- Programme risks
- Response times
- Appointment tracking
- Participate in operational and client review meetings.
- Recommend improvements to client onboarding, communication, and programme delivery.
Required Qualifications
Candidates should possess:
- Bachelor’s degree or equivalent professional experience.
- Minimum of 2 years of experience in client success, customer service, account management, programme coordination, operations, coaching support, immigration services, education consulting, or related fields.
- Excellent written and spoken English.
- Outstanding organizational and time-management skills.
- Ability to manage multiple clients, projects, and deadlines.
- Strong emotional intelligence and conflict-resolution abilities.
- Exceptional attention to detail.
- Experience handling confidential client information.
- Proficiency with:
- Google Workspace
- Microsoft Office
- Zoom
- CRM software
- Project management platforms
- Spreadsheets and calendars
- Ability to work independently within a remote team.
- Reliable internet connection and a professional home office.
Preferred Experience
Applications are especially encouraged from candidates with experience in:
- Career coaching
- Recruitment
- Immigration consulting
- Relocation services
- Study-abroad consulting
- University admissions
- Professional coaching programmes
- High-ticket consulting
- Client onboarding
- Programme coordination
- CV writing
- LinkedIn optimization
- International client management across multiple time zones
Skills & Personal Attributes
The successful applicant will be:
- Highly organized
- Proactive and dependable
- Warm, approachable, and professional
- Confident in client interactions
- Patient while maintaining accountability
- Calm under pressure
- Solution-oriented
- Emotionally intelligent
- Detail-focused
- Trustworthy and discreet
- Skilled at communicating delays professionally
- Passionate about delivering an exceptional client experience
Performance Indicators
Success in this role will be measured through:
- Efficient client onboarding
- Fast client response times
- Completion of programme milestones
- High client satisfaction and retention
- Effective complaint resolution
- Accurate record management
- Reduced missed appointments
- Lower inactive client rates
- Increased testimonials and referrals
- Early identification and escalation of at-risk cases
Role Boundaries
The Client Success Manager must not:
- Guarantee visas, scholarships, admissions, employment, sponsorships, financing, or immigration approvals.
- Offer unauthorized legal or immigration advice.
- Change pricing, refund policies, or programme deliverables without approval.
- Promise timelines that have not been officially approved.
- Hide complaints or service failures.
- Redirect client payments to third-party accounts.
- Share confidential client information.
- Pressure clients into purchasing unsuitable services.
What Pathfinder Consulting Offers
Employees enjoy:
- Fully remote work environment
- Opportunity to serve international clients
- Continuous professional development and training
- Collaborative and supportive team culture
- Performance-based career advancement
- Meaningful work helping clients achieve career, education, relocation, and business goals
Salary
₦250,000 per month
Application Questions
Applicants should be prepared to answer the following:
- Are you comfortable managing clients across multiple countries and time zones?
- Describe your experience handling difficult or dissatisfied clients.
- Which CRM, project management, or client-tracking tools have you used?
Required Experience
- Client Success or Customer Service: Minimum 4 years (Required)
Work Location: Remote
If you are looking for flexible remote work, we encourage you to apply.
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