Member Experience & Retention Specialist

Fix Group Management; Franklin (VA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance 50% premiums paid

Dental insurance 50% premiums paid

Vision insurance

401(k) with company match

Paid time off

Job summary

Shop Fix Academy is seeking a Client Success Guide to own member engagement and retention for 1,000+ members. You will act as the relational bridge between members, coaches, and admins, ensuring onboarding, accountability, and ongoing engagement through events, resources, and tribe activities.

The role emphasizes proactive follow-up, quarterly retention reviews, and travel for Tribe Experiences and Pro Conferences, with a focus on building trust and long-term retention.

Qualifications

• Bachelor's degree preferred, or equivalent work experience.
• 2+ years in client success, account management, or related member-facing role.
• Proficient with Asana, Calendly, Zoom, Airtable, and Eventbrite; comfortable with MS Office & Google Workspace.

Responsibilities

• Lead engagement for 125–150 members across multiple coach groups.
• Perform post-coaching follow-ups and provide next-step resources.
• Identify at-risk members early and intervene with relational calls.

Skills

Relationship management

Active listening

Emotional intelligence

Communication

Influence

Education

Bachelor's degree

Tools

Asana

Calendly

Zoom

Airtable

Eventbrite

Microsoft Office

Google Workspace

Job description

Shop Fix Academy is seeking a Client Success Guide to own member engagement and retention for 1,000+ members. You will act as the relational bridge between members, coaches, and admins, ensuring onboarding, accountability, and ongoing engagement through events, resources, and tribe activities.

The role emphasizes proactive follow-up, quarterly retention reviews, and travel for Tribe Experiences and Pro Conferences, with a focus on building trust and long-term retention.