Customer Success Lead

Bolt Farm Treehouse; United States; Remote; USD 65,000 - 75,000; Full time

Job summary

Bolt Coaching in the United States is seeking a hands-on Customer Success Lead to own the member journey from onboarding through renewal. You will work closely with the founders and Revenue and Operations Driver to ensure members get started, stay engaged, and see a clear path forward.

The role emphasizes relationship ownership over ticket-clearing, with autonomy to improve member experiences, retention, and AI-enabled operations as Bolt Coaching grows.

Qualifications

• Experience owning customer or member relationships, ideally in coaching, memberships, communities, or another high-touch service business.
• Combine warmth with follow-through; remember details and turn commitments into actions.
• Able to handle difficult conversations with empathy and clear judgment, including disengagement, dissatisfaction, and cancellation concerns.
• Organized and proactive; comfortable using participation data and member records to spot issues early.
• Embrace AI and automation while keeping trust and human relationship ownership.

Responsibilities

• Turn new members into active members by guiding onboarding and helping them engage with the community and program.
• Build relationships that drive progress through thoughtful check-ins and milestone celebrations.
• Protect retention by monitoring participation, resolving issues, and leading save conversations.
• Connect members to the right opportunity by creating warm introductions for renewals, events, or higher offers.
• Build a better member experience by keeping records accurate, gathering testimonials, and using AI for routine follow-up.

Job description

You're the person who makes people feel known, supported, and ready to take action.

You notice when someone stops showing up. You ask the question that uncovers what's really holding them back. And you don't confuse answering messages with helping someone make progress.

Bolt Coaching is hiring a hands-on Customer Success Lead to own the member relationship from onboarding through renewal. Reporting to the Revenue and Operations Driver and working closely with founders Seth and Tori Bolt, you'll help members get started, stay engaged, experience wins, and see a clear path forward.

This is a relationship-owner role, not a ticket-clearing support desk or a sales-closing position.

What you'll own

• Turn new members into active members. Lead onboarding, clarify next steps, and help people engage with the community and their program instead of getting lost in a content library. After a purchase or upgrade, help them settle into the next stage with confidence.

• Build relationships that drive progress. Run thoughtful member check-ins, understand individual goals, celebrate milestones, and keep the community engaged. Spot the member's next challenge and recommend relevant events or next steps.

• Protect retention. Monitor participation, recognize disengagement early, resolve member issues, and lead relationship-based save conversations. Make sure members feel heard and know how to get value from their experience.

• Connect members to the right opportunity. When a member is ready for a renewal, event, or next-level offer, create a warm introduction to the Revenue and Operations Driver with clear context. The Driver closes; you preserve trust and follow up after purchase. During events, support members and post-event onboarding remotely.

• Build a better member experience. Keep member records accurate, gather testimonials and referrals, and bring recurring feedback to the founders. Use AI and automation for tracking and routine follow-up so you can focus on the conversations that need a human.

What's in it for you

• Real autonomy and hands-on ownership. Own the member journey, bring ideas forward, and improve how the business supports people. You won't be waiting for permission to care or take initiative within your role.

• Close access to the founders. Work directly with Seth and Tori, learn how they think about coaching, community, and business, and help bring their vision to life.

• A role you can grow with. Learn a ton across customer success, retention, community building, and AI-enabled operations as Bolt Coaching grows.

• Meaningful, visible impact. See members reach milestones because you helped them get unstuck, stay engaged, and take the next step.

• A solid base with retention-based rewards. Your incentive is aligned with member success and retention, not pressure to close sales.

You'll thrive here if you

• Have experience owning customer or member relationships, ideally in coaching, memberships, communities, or another high-touch service business.

• Combine warmth with follow-through. You remember the details, ask thoughtful questions, and make sure commitments turn into action.

• Can handle difficult conversations with empathy and clear judgment, including disengagement, dissatisfaction, and cancellation concerns.

• Are organized and proactive, comfortable using participation data and member records to spot issues before they become bigger problems.

• Embrace AI and automation while knowing that trust, nuanced conversations, and relationship ownership stay human.

Compensation

On-target earnings (OTE): approximately $65,000 to $75,000 annually, including base salary plus performance-based retention bonuses.