Member Success Lead — Onboarding & Retention

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

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.