System 01 · People
Client Success Team
The Client Success Team is the group of people who make sure every client in a coaching program is moving toward the promised result. We define the roles, hire the people, train them in 30 days, write the procedure for every touchpoint, and manage them week to week. The coach coaches; the team keeps clients on track.
clients per full-time employee
What we build
The parts.
- Role design: which touchpoints exist, who owns each one, and the ratio of clients to client success managers and to coaches.
- Hiring: job descriptions, sourcing, a scored trial task, and a paid trial week before the offer.
- Training: a 30-day plan with shadowing, scripts, scenario practice and a sign-off checklist.
- SOPs: onboarding, the day-3 and day-14 check-ins, the weekly review, at-risk escalation, renewal conversations, refund handling.
- Management: a weekly team review against the dashboard, one-to-ones, and a scorecard per person.
What moves
The numbers.
- Clients per full-time employee. At Acquisition Ace, 600 to 800 active clients run on three full-time people plus fractional coaches.
- Fulfillment cost as a share of revenue, which settles under 5% when the ratios are right.
- Founder hours in delivery, which drop to coaching and decisions only.
Procedure
SOP excerpt: Day-3 check-in
One of the procedures in this system, as written for a client's team. Every SOP has a trigger, an owner and numbered steps.
72 hours after a client's onboarding call is marked complete in the dashboard.
Client success manager assigned at onboarding.
- Open the client's record. Confirm the first action from the onboarding call is done. If not, that is the message.
- Send a voice note, not a template: name the action, ask one question about it, offer the next step.
- Log the reply within 24 hours. No reply by day 5 moves the client to the at-risk list.
- Record the client's stated blocker in the dashboard. Blockers are reviewed every week.
Platforms this system is usually built in. The routine matters more than the software.
Questions
Asked about this system.
Both happen. Where a team exists, we assess it, keep the people who fit the roles and run them. Where it does not, we hire it. In both cases we manage it against the dashboard week to week, and the people and the procedures belong to your business.
You. We recruit, train and manage them, and the employment or contractor relationship is with your company, so nothing about your delivery depends on us staying.
