Client Success Guide

Fix Group Management•Franklin, TN

10d

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, Asana, Calendly, Zoom, Airtable, and Eventbrite.
Comfortable with Microsoft Office Suite and Google Workspace.
Proven ability to build trust-based relationships with business owners and maintain consistent engagement over time.
Strong active listening, emotional intelligence, and communication skills, with the ability to influence, encourage, and hold others accountable.

Responsibilities

Serve as the primary engagement leader for ~125-150 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).
Track onboarding KPIs (completion within 5 days, first call booked, Salesforce entries).
Follow and engage in Facebook Tribe Chats including introducing new tribe members, answering requests, and celebrating wins.
Partner with coaches during tribe sessions: coach provides expertise, guide encourages camaraderie, involvement and community.
Capture, engagement, commitments, and action items from tribe calls and provide follow up as needed.
Attend quarterly Tribe Experiences and Pro Conferences. Some travel is required.
Maintain visibility into member progress, call attendance, and engagement trends.
Escalate at-risk members quickly to the Director of Member Services with context and action plan.
Own the relational side of term 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 the Administrative Support team for registration, scheduling, and logistics.
Collaborate with coaches to facilitate 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 Airtable, Google Suite and Asana as the systems 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.