🧑💼 Client: [Name Hidden for Confidentiality]
Project Duration: 4+ Years
Client Base Managed: 350+ Agency Owners
Industry: Coaching, SaaS, Marketing
📌 Background
This client is a leading coaching platform helping agency owners scale to and beyond seven figures. The company operates with multiple internal departments, weekly coaching calls, live intensives, and a large member base requiring hands-on operational excellence. They partnered with ESQUE to streamline internal operations and improve the experience of both team and members.
❗ The Challenge
- Managing a large-scale membership base with weekly coaching calls and live events
- Internal misalignment between tech, billing, design, and CRM teams
- Need for systemized onboarding, reminders, and accountability follow-ups
- Executive support needed for key leadership
- High-level communication needed between departments
🛠️ Our Approach
We embedded ourselves in the day-to-day operations of the Member Success Team, managing all backend support and liaising with internal teams to ensure accountability, smooth communication, and outstanding member experience.
Key Responsibilities:
- Onboarding new members with welcome/nurture sequences and session reminders
- Managing the CRM team for data accuracy, billing team for financial processes, and tech team for automations
- Designing and publishing workbooks and coaching session graphics
- Running weekly EOS meetings and quarterly State of Union meetings
- Managing coaching call schedules, tracking KPIs, and supporting live/virtual intensives
- Assisting executive leadership with operations and coaching communications
- Supporting all coaching and accountability groups, including Facebook and Coach Chat groups
✅ Results
- Supported the successful onboarding of 350+ members
- Delivered a highly-organized system for live and virtual event logistics
- Enabled cross-functional collaboration between 5+ internal departments
- Maintained consistent operations with zero major outages across 4 years
- Played a key role in enhancing retention by ensuring coaching and member success operations remained smooth and high-touch
🧰 Key Systems Supported
- Member CRM & Billing Dashboards
- Coaching Call Platforms (Zoom, Custom Dashboards)
- Project Management (Internal Tech & EOS Structure)
- Member Area + Blog Posting Coordination
- Facebook Group & Slack/Chat Communities
💬 Team Insight
“We’ve been fortunate to have someone so reliable, organized, and resourceful managing everything from onboarding to awards for our intensives. The consistency and professionalism have allowed us to scale and keep our members happy and engaged.”