RETENTION SPECIALIST — THE WELLNESS LAB
Remote | Full-time | $3,000–$4,000/month base + performance bonuses
ABOUT THE ROLE
The Wellness Lab is hiring a Client Success & Retention Specialist to own the client journey from the moment a client purchases through program completion. This is a key role focused on onboarding, engagement, retention, client experience, and proactive support.
This is not a traditional coaching role. Our coaches are responsible for coaching delivery, programming support, and helping clients execute their fitness and nutrition plans. Your role is to make sure every client feels supported, understands the process, stays engaged, and receives help before they disengage or consider cancelling.
Your mission is to create a world-class client experience that helps women stay consistent long enough to get results.
REQUIRED:
- Personal Training Certification (3 Years Minimum Experience)
WHAT YOU'LL OWN
• You will own the client experience from purchase through program completion. This includes building and improving the systems that help clients start strong, stay engaged, and complete the program successfully.
• You will lead the onboarding experience for new clients, including welcome communication, setup support, expectation setting, first-week touchpoints, and early engagement check-ins. Your job is to make sure every new client understands what to do, feels confident getting started, and builds early momentum.
• You will monitor client engagement and identify at-risk clients before they disappear, disengage, or request to cancel. This includes reviewing client activity, communication patterns, missed check-ins, attendance issues, lack of progress, low responsiveness, and other warning signs.
• You will proactively reach out to clients who need additional support, have difficult but empathetic conversations, gather feedback, and coordinate solutions with the coaching team.
• You will work closely with coaches to align on client progress, flag concerns, improve handoffs, and make sure clients receive a consistent experience across the team.
• You will track retention-related KPIs, analyze trends, and report insights to leadership so we can continuously improve the client journey.
• You will help create and improve client resources, check-in cadences, scripts, templates, touchpoints, and systems that increase accountability, motivation, satisfaction, and program completion.
KEY RESPONSIBILITIES
- Own the client journey from purchase through program completion
- Lead and improve the new client onboarding process
- Conduct welcome touchpoints and early client check-ins
- Make sure new clients complete setup steps and understand how to succeed in the program
- Monitor engagement, responsiveness, check-ins, attendance, and client sentiment
- Identify at-risk clients early and proactively intervene
- Conduct retention, re-engagement, and cancellation-prevention conversations
- Gather client feedback and identify patterns that may affect retention
- Coordinate with coaches to resolve client concerns and improve client outcomes
- Maintain accurate client notes, status updates, and retention tracking
- Report weekly insights on onboarding, engagement, retention, client satisfaction, and churn risk
- Improve client communication templates, SOPs, touchpoints, and retention workflows
WHAT WE'RE LOOKING FOR
We are looking for someone who is highly organized, emotionally intelligent, proactive, and comfortable owning client outcomes through communication, systems, and follow-up.
The right person is not just friendly. They are structured, data-aware, and confident having conversations with clients who are overwhelmed, frustrated, disengaged, or thinking about leaving.
You should be able to build trust quickly, spot patterns, communicate clearly, and improve processes without needing to be micromanaged.
YOU ARE A GREAT FIT IF
- You have experience in client success, customer experience, retention, account management, coaching operations, or transformation-based programs
- You understand what causes people to stay committed or fall off in a coaching program
- You are an excellent communicator and make people feel genuinely supported
- You are comfortable having difficult conversations with empathy and confidence
- You are organized and can manage multiple clients, follow-ups, and priorities at once
- You enjoy building systems, improving processes, and solving recurring problems
- You are data-driven and willing to track KPIs, review trends, and make decisions from the numbers
- You are proactive and do not wait for clients to ask for help before stepping in
- You can collaborate closely with coaches and leadership
- You care deeply about helping women succeed in their fitness and wellness journey
REQUIREMENTS
- Experience in client success, customer support, retention, account management, coaching operations, or a similar client-facing role
- Strong written and verbal communication skills
- Ability to manage client conversations with empathy, confidence, and professionalism
- Strong organizational skills and attention to detail
- Comfortable using spreadsheets, CRM tools, client notes, dashboards, or tracking systems
- Ability to work independently in a remote environment
- Strong problem-solving skills and ability to improve systems over time
Preferred But Not Required
- Experience in online fitness, women’s wellness, health coaching, nutrition coaching, or transformation programs
- Personal training certification, nutrition certification, or health coaching certification
- Experience working with coaches, client success teams, or remote coaching businesses
- Experience tracking retention, churn, client satisfaction, or engagement metrics
SUCCESS METRICS
Success in this role will be measured by client activation, engagement, satisfaction, and retention. Important KPIs may include onboarding completion rate, first 7-day and 30-day engagement, check-in completion, at-risk client recovery, cancellation save rate, program completion rate, client satisfaction, and overall retention.
Compensation
$3,000–$4,000/month base salary depending on experience, with performance bonuses tied to retention, client satisfaction, and client experience metrics.
HOW TO APPLY
Interested? We'd love to hear from you.
Apply here → https://docs.google.com/forms/d/e/1FAIpQLSffNnOBoMUGeF89SjC9Av3EujFddo3jWlwCYnD7QHLM8VjN0w/viewform?usp=sharing&ouid=106672046415769556997
• To complete your application, please copy and paste the link above into your browser and fill out the form. Don't forget to include your Loom video. it's an important part of the process.
Pay: $3,000.00 - $4,000.00 per month
Benefits:
• Flexible schedule
Work Location: Remote
Apply tot his job
Apply To this Job