Customer Experience Coach

CrewLAB, Inc.; Los Angeles (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

A sports management technology company is seeking a Customer Experience Coach to lead onboarding and engagement for new coaches. You'll build community, monitor customer retention, and directly impact the performance of numerous athletes and teams. Ideal candidates thrive in relationship-driven roles and are passionate about sports. Full-Time positions available in Los Angeles or Boston. Expect a collaborative environment that values communication and customer insights.

Qualifications

• Experience in relationship-driven coaching roles.
• Familiarity with customer onboarding and community engagement strategies.
• Strong understanding of team dynamics in sports.

Responsibilities

• Engage new customers and lead onboarding sessions.
• Build community among coaches and maintain engagement.
• Monitor retention and overall customer health.

Skills

Relationship Building

Coaching

Tech-Savvy

Self-Starter

Team Player

Tools

CRM software

Make.com

Job description

Customer Experience Coach at CrewLAB, you will coach the coaches—guiding them from their first introduction to the platform all the way through years of successful, ongoing engagement. You’ll help teams get activated, stay connected, and build healthy cultures using CrewLAB.

This is not a support role. It’s a relationship-driven, coaching-first role where you’ll shape the daily habits of real teams, influence product direction, and build systems that help coaches thrive.

You will be the person who turns a first-time user into a lifelong CrewLAB champion and the voice of the coach inside our company.

When a coach succeeds on CrewLAB, entire teams retain athletes longer, communicate better, and build healthier cultures. Your work directly affects the performance and wellbeing of hundreds of athletes each season.

Full Time | Los Angeles, CA or Boston, MA

Relationship Builder: You thrive on connecting with people and building trust quickly.

Coach at Heart: You understand the mindset of athletes and coaches in rowing, swimming, or running.

Curious and Humble: You love learning from customers and seek clarity over assumptions.

Tech-Savvy: Confident in navigating software and explaining its value to others.

Self-Starter: Motivated to manage multiple responsibilities with creativity and initiative.

Team Player: Collaborative, communicative, and excited to contribute to a growing company.

Why This Role Matters

Your work directly impacts hundreds of athletes and coaches each season. You will be one of the most connected and influential people in shaping how CrewLAB evolves.

When a coach succeeds with CrewLAB, entire teams feel it:

Retention improves

Coaches feel supported and in control

Team culture becomes healthier

Programs grow and stay with us for years

What You’ll Do

Responsibilities

Customer Onboarding and Engagement:

Engage with new customers from webinars, events, or online sign-ups.

Lead onboarding sessions to help them activate their teams and achieve their goals

Develop strategies to keep customers engaged and paying for many years

Community Building:

Create and facilitate groups of coaches to foster collaboration, shared learning, and peer support.

Serve as a coach and guide to align their goals with CrewLAB’s tools and features.

Regularly check in with users to maintain engagement and drive product adoption and validate prototypes.

Build systems to keep customers engaged beyond their initial activation for many years

Support and Problem Solving:

Build a system to handle customer issues semi-automatically while maintaining a high standard of service

Write and publish training and resources to ensure coaches can answer all their questions without talking to anyone

Retention and Metrics:

Monitor retention, engagement, and overall customer health.

Take proactive steps to prevent churn and strengthen customer relationships.

Maintain and update our CRM with accurate customer data and helpful automations.

Help expand the scope of each customer’s use of CrewLAB every year.

Metrics for Success

Retention and renewal rates.

Activation rate

Time to activation and engagement milestones.

Quality and impact of customer insights shared with the team.

Community participation within cohorts.

Cultural Fit

This should feel like a dream job—not just a paycheck.

You must be a team player that loves sports. You must be open to learning constantly. You must be excited to meet users at events or online.

Spreadsheets and basic databasing to access and manipulate customer data

Experience with low‑code and no‑code automation platforms like Make.com is a plus

Measure success based on quality of outputs and outcomes, never hours

On both sides of the relationship, we expect honesty, respect, candor, accuracy and support. Calls with each other aren’t pitches and sometimes there will be tough news

Publicly represent CrewLAB proudly and positively

Participate on the CrewLAB Slack, and CrewLAB Global.

Generally available during , lunch breaks whenever

We do not want a culture of being online and present for the sake of it, but you are expected to be generally available by Slack or phone call during work hours of 9 AM to 5 PM PT

Pick up the phone and call when there are timely issues, address issues head on

📈 chance to join an early‑stage startup backed by an incredible set of investors

🖥️ opportunity to work IRL with a motivated team on meaningful problems

🪴growth of skills and building a team around you as the company continues to scale

Coaching software that makes great teams

Trusted by over 1,700 teams and NGBs around the world

We’re revolutionizing sports team management—from high schools to national teams—by helping coaches run better practices, build stronger cultures, and keep athletes engaged all season long.

We operate with a startup mentality: high speed, high ownership, deep customer understanding, and constant innovation.