Member Success & Engagement Lead

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Job summary

Shop Fix Academy seeks a Client Success Guide to lead member engagement, onboarding, and retention with a focus on proactive accountability and white-glove service. You will partner with coaches and admins to ensure 1,000+ members stay engaged and retain long-term.

The role emphasizes relational leadership, event facilitation, and system ownership using tools like Airtable, Asana, and Zoom, with travel for tribe experiences and conferences.

Qualifications

• 2+ years of experience in client success, account management, or a related member-facing role.
• Bachelor’s degree preferred, or equivalent work experience.

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.

Skills

Active listening

Emotional intelligence

Communication skills

Account management

Relationship building

Education

Bachelor’s degree or equivalent

Tools

Asana

Calendly

Zoom

Airtable

Eventbrite

Microsoft Office

Google Workspace

Job description

Shop Fix Academy seeks a Client Success Guide to lead member engagement, onboarding, and retention with a focus on proactive accountability and white-glove service. You will partner with coaches and admins to ensure 1,000+ members stay engaged and retain long-term.

The role emphasizes relational leadership, event facilitation, and system ownership using tools like Airtable, Asana, and Zoom, with travel for tribe experiences and conferences.