Client Success Guide

Core Responsibilities:

• Member Engagement & Retention
• Serve as the primary engagement leader for ~200–250 members across multiple coach groups.
• Conduct post-coaching follow-ups to review action items, encourage accountability, and provide next-step resources.
• Identify at-risk members early and intervene with relational calls before cancellation risk escalates.
• Run quarterly retention reviews for all assigned members.
• Build relational equity so members know they have a trusted partner beyond their coach.
• Onboarding Oversight
• Coordinate with support staff to ensure system setup is complete (logins, tribe assignments, scheduling).
• Deliver relational expectation-setting calls (what to expect, how to succeed, cultural alignment).
• Facilitate group onboarding sessions with coordinators and coaches.
• Track onboarding KPIs (completion within 5 days, first call booked, Salesforce entries).
• Tribe Time & Group Facilitation
• Partner with coaches during tribe sessions: coach provides expertise, manager drives exercises, accountability, and follow-through.
• Capture key notes, commitments, and action items from tribe calls and ensure Salesforce logging.
• Pop into tribe times regularly to show presence and reinforce accountability.
• Retention Leadership
• Maintain visibility into member progress, call attendance, and engagement trends.
• Escalate at-risk members quickly to Director of Client Success with context and action plan.
• Own the relational side of turn risk conversations, aligning with coaches and leadership on solutions.
• Ensure events, coaching, and tribe touchpoints become retention drivers (not just admin-heavy tasks).
• Event & Conference Engagement
• Partner with coordinators for registration, scheduling, and logistics.
• Lead tribe breakouts, accountability exercises, and member engagement activities during conferences.
• Serve as a relational presence, not an admin operator (coordinators handle lanyards, swag, and logistics).
• Technology & Systems Ownership
• Use Salesforce as the system of record for all member interactions and retention tracking.
• Audit coordinator call notes and ensure all action items are recorded.
• Partner with internal support to solve system issues so managers stay member-focused.
• Coordinator Direction & Development
• Provide daily tactical guidance to assigned coordinators.
• Hold coordinators accountable to SOPs (onboarding steps, scheduling, follow-ups, event support).
• Protect coordinators from overload by filtering escalations and prioritizing relational work over repetitive admin.
• Mentor high-performing coordinators toward promotion into management.

Key Competencies:

• Relational Leader: Builds trust quickly; strong at handling escalations with empathy and authority.
• Detail-Oriented: Tracks follow-ups, action items, and KPIs consistently.
• Confident Communicator: Skilled in phone, Zoom, and live facilitation.
• Organized & Structured: Thrives in process-driven environments, balancing multiple priorities.
• Tech-Enabled: Comfortable with Salesforce, Calendly, Zoom/Meets, Airtable, Eventbrite.
• Retention-Minded: Thinks in terms of keeping members long-term, not just completing tasks.

What Success Looks Like:

• 95% of new members onboarded within 5 days.
• 90%+ coaching call attendance across assigned tribes.
• Consistent relational follow-ups logged in Salesforce.
• Retention rates in assigned tribes exceed benchmarks.
• Events deliver high engagement — members registered, checked in, and fully participating.
• Members know their manager by name, feel supported, and remain long-term.

Why This Role Matters:

• Without dedicated Member Managers:
• Coordinators drown in admin and can’t build relationships.
• Coaches are left carrying member accountability, creating burnout.
• Members experience inconsistency, delayed onboarding, and lack of follow-up.
• With Member Managers:
• Members are protected through relational touchpoints.
• Coaches are supported with prep, context, and escalation filtering.
• Coordinators are freed to execute admin at high quality.
• Retention is owned and tracked, protecting millions in recurring revenue.

Benefits (the good stuff):

• Free access to all ShopFix coaching programs and events
• A purpose-driven culture that celebrates innovation and impact
• Opportunities for growth and advancement – we love seeing our team members succeed!
• Health, dental, and vision insurance
• 401(k) with company match
• Christmas club program with company match
• Company-paid life insurance and long-term disability
• Short-term disability
• Critical illness and accident coverage
• Employee Assistance Program
• Paid time off
• Paid holidays