Fix Group Management · 1 day ago
Client Success Guide
Franklin, TN
Full-time
Onsite
Mid, Senior Level
$75K/yr - $100K/yrFix Group Management is Shop Fix Academy, a business consulting company for Auto Repair Shops dedicated to empowering owners for success. The Client Success Guide will play a crucial role in member engagement and retention, ensuring members are onboarded effectively and supported throughout their journey.
Professional Training & Coaching
Responsibilities
Serve as the primary engagement leader for ~200–250 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
Coordinate with support staff to ensure system setup is complete (logins, tribe assignments, scheduling)
Deliver relational expectation-setting calls (what to expect, how to succeed, cultural alignment)
Facilitate group onboarding sessions with coordinators and coaches
Track onboarding KPIs (completion within 5 days, first call booked, Salesforce entries)
Partner with coaches during tribe sessions: coach provides expertise, manager drives exercises, accountability, and follow-through
Capture key notes, commitments, and action items from tribe calls and ensure Salesforce logging
Pop into tribe times regularly to show presence and reinforce accountability
Maintain visibility into member progress, call attendance, and engagement trends
Escalate at-risk members quickly to Director of Client Success with context and action plan
Own the relational side of turn risk conversations, aligning with coaches and leadership on solutions
Ensure events, coaching, and tribe touchpoints become retention drivers (not just admin-heavy tasks)
Partner with coordinators for registration, scheduling, and logistics
Lead tribe breakouts, accountability exercises, and member engagement activities during conferences
Serve as a relational presence, not an admin operator (coordinators handle lanyards, swag, and logistics)
Use Salesforce as the system of record for all member interactions and retention tracking
Audit coordinator call notes and ensure all action items are recorded
Partner with internal support to solve system issues so managers stay member-focused
Provide daily tactical guidance to assigned coordinators
Hold coordinators accountable to SOPs (onboarding steps, scheduling, follow-ups, event support)
Protect coordinators from overload by filtering escalations and prioritizing relational work over repetitive admin
Mentor high-performing coordinators toward promotion into management
Qualification
Required
Builds trust quickly; strong at handling escalations with empathy and authority
Tracks follow-ups, action items, and KPIs consistently
Skilled in phone, Zoom, and live facilitation
Thrives in process-driven environments, balancing multiple priorities
Comfortable with Salesforce, Calendly, Zoom/Meets, Airtable, Eventbrite
Thinks in terms of keeping members long-term, not just completing tasks
Benefits
Free access to all ShopFix coaching programs and events
A purpose-driven culture that celebrates innovation and impact
Opportunities for growth and advancement – we love seeing our team members succeed!
Health, dental, and vision insurance
401(k) with company match
Christmas club program with company match
Company-paid life insurance and long-term disability
Short-term disability
Critical illness and accident coverage
Employee Assistance Program
Paid time off
Paid holidays
Company
Fix Group Management
Welcome to The Fix Group, your trusted partner in automotive care and professional development in Middle Tennessee.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase