Luxury Client Success Manager — Retention, Engagement & Experience

Type of Work: Full-Time
Hours: 40 hours per week
Starting Compensation: $1,200 per month
90-Day Compensation: Eligible to increase to $1,500 per month following a successful performance review and consistent achievement of KPIs

Job Overview

This is not a passive customer service role.

Bonding Biology Institute™ is seeking a highly organized, emotionally intelligent, and proactive Client Success Manager who will take full ownership of the client experience after enrollment.

Your primary responsibility is to ensure our clients feel seen, supported, valued, and actively engaged throughout their Love Success Journey™. You will monitor their progress, anticipate concerns, identify disengagement before it becomes a cancellation, and coordinate with our team to ensure each client receives an elevated, personalized experience.

Our clients should never have to disappear before we realize they needed support.

The right person will notice the silence, investigate the problem, take initiative, and follow through until it is resolved. You must be a self-starter who does not wait to be told what needs attention.

This role requires leadership, excellent judgment, meticulous tracking, emotional intelligence, and the ability to turn client information into decisive action.

Your Primary Mission

Your mission is to increase client engagement, satisfaction, retention, and long-term success by ensuring that every client:

- Receives a smooth and welcoming onboarding experience
- Understands what to do next in her journey
- Feels personally recognized and supported
- Remains engaged with classes, assignments, the app, and the community
- Receives proactive outreach when engagement declines
- Has concerns addressed thoroughly and promptly
- Experiences consistent follow-through from our team
- Continues progressing toward her desired transformation

Key Responsibilities

Own the Client Journey

- Oversee each client’s experience from enrollment through onboarding, participation, completion, renewal, or ascension
- Ensure every new client receives the correct welcome materials, agreements, login credentials, orientation information, schedules, and next steps
- Conduct proactive client check-ins at key milestones
- Make sure no client becomes lost, confused, inactive, or overlooked
- Maintain a clear understanding of where every client is in her journey

Track Client Health and Engagement

- Maintain an accurate client success dashboard or CRM
- Track onboarding completion, attendance, app activity, homework participation, community engagement, support requests, client sentiment, and progress
- Identify early warning signs such as missed classes, declining participation, unresolved concerns, negative feedback, or prolonged inactivity
- Create and execute recovery plans for at-risk or disengaged clients
- Document every important interaction, concern, action taken, responsible team member, deadline, and resolution

Increase Retention and Prevent Avoidable Cancellations

- Proactively contact clients who are becoming inactive or disconnected
- Determine the actual reason behind disengagement rather than accepting surface-level answers
- Help clients reconnect with their goals, program expectations, and next steps
- Coordinate additional support when appropriate
- Identify patterns that may be affecting retention and recommend solutions
- Support continuation, renewal, and ascension opportunities through excellent service and relationship-building

Create a Luxury Client Experience

- Ensure every interaction feels warm, polished, personal, responsive, and professional
- Learn relevant client details so communication does not feel generic or transactional
- Recognize progress, birthdays, milestones, wins, and meaningful breakthroughs
- Make clients feel remembered—not processed
- Handle sensitive situations with empathy, composure, discretion, and strong boundaries
- Escalate complaints, emotional concerns, billing matters, or high-priority situations promptly

Lead Cross-Functional Follow-Through

- Serve as the connection point between clients, coaches, community support, operations, billing, and the technical team
- Assign clear ownership when another team member must resolve an issue
- Follow up until the issue is fully resolved and the client has received confirmation
- Hold internal team members accountable for client-related deadlines
- Lead client experience meetings and present clear priorities, risks, and recommended actions
- Never assume that an issue is resolved simply because it was forwarded to someone else

Strengthen Community Engagement

- Welcome new members and help them feel connected immediately
- Encourage meaningful participation in classes, assignments, community conversations, and accountability activities
- Identify members who need encouragement, recognition, or additional support
- Help create conversations that make the community feel active, intimate, and transformational
- Monitor the emotional tone of the community and address concerns before they escalate
- Work with the team to reactivate inactive members

Reporting and Improvement

- Submit accurate daily and weekly client success reports
- Report what happened, what action was taken, what remains unresolved, who owns the next step, and when it will be completed
- Monitor retention, engagement, attendance, response times, client concerns, and reactivation results
- Gather client feedback and identify recurring gaps in the client journey
- Recommend practical improvements to systems, communication, onboarding, programming, and support
- Take initiative to improve the client experience without waiting for repeated instructions

This Role Is for Someone Who

- Is a natural leader and takes ownership without being micromanaged
- Is exceptionally thorough and notices details others miss
- Follows through completely—not halfway
- Can recognize a potential problem before it becomes a crisis
- Is emotionally intelligent, warm, nurturing, and professionally firm
- Communicates clearly by phone, video, email, text, and direct message
- Is comfortable speaking with sophisticated, high-achieving clients
- Can balance compassion with standards and accountability
- Makes decisions, proposes solutions, and takes appropriate action
- Keeps immaculate notes, records, deadlines, and follow-up systems
- Can manage multiple clients and priorities without allowing details to fall through the cracks
- Understands that activity is not the same as results
- Is dependable, responsive, resourceful, and solution-oriented

This Role Is Not for Someone Who

- Waits to be reminded about responsibilities
- Only responds when a client complains
- Forwards problems without confirming they were resolved
- Submits vague reports without names, details, outcomes, or next steps
- Needs constant direction to determine what should happen next
- Avoids difficult conversations
- Becomes overwhelmed by multiple priorities
- Treats client success as basic administrative support

Preferred Experience

- Client success, account management, customer experience, member retention, or community leadership
- Coaching, wellness, personal development, relationship education, luxury services, or high-ticket programs
- Managing a client journey from onboarding through completion or renewal
- Using CRMs, spreadsheets, project-management systems, membership platforms, or community apps
- Handling escalations, reactivating disengaged clients, and preventing cancellations
- Understanding emotional regulation, attachment styles, psychology, feminine energy, or relationship dynamics is a bonus

KPIs and Success Metrics

Performance will be measured by:

- Client retention and continuation rates
- Successful onboarding completion
- Class attendance and participation
- App and community engagement
- Reactivation of inactive clients
- At-risk clients successfully recovered
- Response and resolution times
- Client satisfaction and feedback
- Accuracy and completeness of CRM records
- Completion of proactive client check-ins
- Timeliness and quality of daily and weekly reports
- Reduction in unresolved client concerns
- Quality of leadership, initiative, and team follow-through

Compensation and Growth

Compensation begins at $1,500 per month for the first 90 days.

Following a successful 90-day performance review, compensation may increase to $2,200 per month based on:

- Consistent achievement of agreed-upon KPIs
- Demonstrated leadership and independent decision-making
- Accurate client tracking and reporting
- Strong client retention and engagement results
- Reliability, responsiveness, and complete follow-through
- Ability to identify and solve problems proactively

This position offers meaningful advancement opportunities for someone who becomes a trusted leader and consistently improves the client experience.

About Bonding Biology Institute™

Bonding Biology Institute™ is a luxury love mastery and relationship technology company founded by Shay Levister, also known as Shay Your Love Diva.

Through HerPocketCoach™, AI-powered support systems, Love Blocks®, the Five Love Archetypes™, and the 7-Stage Love Framework™, we help high-achieving women heal unhealthy relationship patterns, elevate their self-worth, and attract emotionally healthy, commitment-minded love.

We are building the future of relationship transformation through psychology, neuroscience, feminine embodiment, artificial intelligence, and structured emotional growth systems.

How to Apply

Please submit to ----------

- Your current resume
- A short video introducing yourself and explaining why you are an excellent fit
- A description of your client success, retention, community, or account-management experience
- An example of a time you identified and solved a client problem without being instructed
- An example of how you helped retain or reactivate a dissatisfied or disengaged client
- The systems or tools you have used to track client activity, follow-up, and outcomes

Please also respond to this scenario:

A client has missed two classes, has not logged into the app for 10 days, and says she has simply been busy. Explain exactly what you would do next, how you would communicate with her, what you would document, and how you would ensure the situation was fully resolved.

Please confirm if your able to work full time and exclusively for the company.

Applications that do not include all requested materials will not be considered.