Member Success & Engagement Lead

Fix Group; 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 own engagement and retention for 1,000+ members. You will onboard quickly, support beyond coaching calls, and maintain active participation in resources, events, and tribe activities.

You will coordinate onboarding, track KPIs, and partner with coaches to drive retention. Some travel to conferences is required, with a focus on relational trust and proactive accountability.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• 2+ years in client success, account management, or similar.
• Proficiency with Asana, Calendly, Zoom, Airtable, Eventbrite.

Responsibilities

• Engage and retain 125–150 members across coach groups.
• Conduct post-coaching follow-ups and provide next steps.
• Identify at‑risk members and intervene with relational calls.
• Run quarterly retention reviews and track onboarding KPIs.
• Collaborate with coaches during tribe sessions and events.

Skills

Relational leadership

Active listening

Emotional intelligence

Effective communication

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 own engagement and retention for 1,000+ members. You will onboard quickly, support beyond coaching calls, and maintain active participation in resources, events, and tribe activities.

You will coordinate onboarding, track KPIs, and partner with coaches to drive retention. Some travel to conferences is required, with a focus on relational trust and proactive accountability.