Client Success Guide

Fix Group Management•Franklin, TN

About The Position

The Client Success Guide is the cornerstone of engagement and retention at ShopFix Academy. They own the relational and accountability layer between members, coaches, and admins. This role ensures our 1,000+ members are: Onboarded quickly, consistently, and relationally. Supported beyond coaching calls with proactive accountability and follow-up. Engaged with resources, tribe times, and events. Retained long-term through structured systems, white-glove service, and relational trust.

Requirements

Bachelor’s degree preferred, or equivalent work experience.
2 or more years of experience in client success, account management, or a related member-facing role.
Proficient in Salesforce, Calendly, Zoom, Airtable, and Eventbrite.
Comfortable with Microsoft Office Suite and Google Workspace.
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.

Responsibilities

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.
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 admins and coaches.
Track onboarding KPIs (completion within 5 days, first call booked, Salesforce entries).
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.
Maintain visibility into member progress, call attendance, and engagement trends.
Escalate at-risk members quickly to Director of Member Services 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).
Partner with Administrative Support team 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 (admins handle lanyards, swag, and logistics).
Use Salesforce as the system of record for all member interactions and retention tracking.
Audit admin call notes and ensure all action items are recorded.
Partner with internal support to solve system issues so managers stay member-focused.