Client Success Specialist

Role Summary:

This role owns mentee progress coordination, accountability execution, and success tracking across Inner Circle and ---------- ntum programs. The Client Success Specialist does not act as the primary coach or subject-matter expert. Instead, this role ensures learning is understood, coaching is executed effectively, commitments are followed through, and issues are resolved by coordinating Coaches and SMEs (Subject Matter Experts), maintaining clear progress systems, and removing blockers that prevent results.

The role protects outcomes delivery and retention by managing progress systems, disciplined execution, follow-through, and resolution, without delivering deep coaching or teaching content.

Key Responsibilities:
-Ensure clients clearly understand core concepts, frameworks, and what to do next by reinforcing learning paths and clarifying confusion during structured check-ins (weekly)
-Coordinate live trainings and coaching sessions to ensure they are delivered on schedule and aligned to defined coaching standards (weekly)
-Prepare Coaches and SMEs with mentee context, progress data, and focus areas prior to sessions to support clarity, decisions, and progress
-Conduct structured progress and accountability check-ins focused on commitments, blockers, and next actions, not deep coaching (weekly)
-Track commitments set weekly and directly follow up on missed commitments with defined recovery actions (weekly)
-Review and update mentee progress status using agreed success metrics, milestones, and progress scoring (weekly)
-Create, maintain, and update AI Personalized Roadmaps for ---------- ntum and Inner Circle mentees within 14 days of onboarding or program entry
-Surface wins, milestone achievements, and progress evidence for documentation and reporting (weekly and monthly)
-Own the client helpdesk and request intake, ensuring all requests are logged, acknowledged within SLA, and routed correctly (daily)
-Resolve coaching- and learning-related issues efficiently and escalate unresolved or systemic issues through defined escalation paths within 24 hours
-Route mentees to appropriate Coaches or SMEs for deep coaching, strategy, or technical expertise
-Provide light guidance and directional advice only to remove friction or unblock progress, without replacing Coaches or SMEs
-Escalate unresolved blockers, missed progress, or coaching gaps to Operations, Coaches, or Program Development within 24 hours
-Identify root causes of repeat issues and coordinate fixes with Program Development, Coaches, or Operations (weekly)
-Identify stalled or off-track mentees based on progress data and initiate recovery plans in coordination with Coaches (weekly)
-Maintain accurate trackers for coaching attendance, commitments, progress status, and outcome milestones (updated weekly)
-Execute additional operational or client-facing tasks assigned by the direct manager to support coaching delivery, client outcomes, or operational priorities, as needed

Role Requirements:

Experience & Skills
-2–4 years experience in client success, coaching operations, or membership-based programs
-Proven experience handling live calls, progress tracking, and issue resolution at scale
-Strong working knowledge of CRM, trackers, community platforms, and ticketing systems
-Comfortable running calls, documenting outcomes, and following structured processes
-Ability to manage 50–150 active clients simultaneously without quality drop
-Background or exposure to financial education, wealth coaching, or financial planning environments is a major plus.

Mindset & Execution Style
-Operates with ownership, not escalation dependency
-Makes decisions based on data, progress signals, and client outcomes
-Follows cadence strictly and closes loops consistently
-Bias toward action, follow-up, and documentation
-Protects program promises and client trust above convenience

Success Metrics / KPIs
-Weekly client touchpoint completion rate: 95%+
- ---------- ntu ---------- ntees progressing toward $1K passive income milestone (monthly trend)
-Live training and coaching attendance rate: 60%+
-First response time to mentee issues under 24 hours: 95% compliance
-At-risk mentee recovery rate improving month over month

Cross-Functional Collaboration
-Works with Community Operations to flag engagement risks and coordinate reactivation
-Coordinates with Program Development to report learning gaps and roadmap feedback
-Aligns with Coaches to ensure progress reviews and accountability are executed
-Escalates systemic issues to Operations and Leadership with clear documentation
-Supports Client Support and Care by owning frontline resolution and escalation flow

Accountability in Cadence:

Daily
-Review helpdesk tickets and mentee requests and update resolution status by end of day
-Respond to mentee messages and issues within SLA

Weekly
-Conduct scheduled check-in and progress calls
-Update progress, accountability, and engagement trackers
-Flag at-risk mentees and initiate recovery actions

Monthly
-Complete progress reviews and success assessments
-Report mentee outcomes, risks, and wins to Operations
-Review roadmap effectiveness and recommend improvements

This role is accountable for turning enrolled mentees into progressing, retained, and successful clients. If clients stall, disengage, or fail to reach promised milestones, this role owns the recovery plan and execution.

Note:
Send your resume here: ----------
Subject: Client Success Specialist Application – [Your Name]