For CS leads and ops managers
Client success software built for coaching companies.
Run your book of clients from one table — refund risk, check-ins, 1:1s, finishers — instead of six tabs, a shared Notion, and a spreadsheet you update on Sundays.
The reality
A Monday in the life of a CS lead.
It's Monday. You've got 1,200 active students across four programs, two cohort tracks, and an alumni tier. Your refund rate was up last quarter and the founder asked you what you're doing about it. You open your laptop and start where you always start: cross-referencing Stripe against Skool posts against a Google Sheet someone made in 2023, trying to answer a question that shouldn't take a day — who's at risk, right now? You make your list. You send the first round of save-call booking links. Your 1:1 with the founder is at 4pm. He'll ask how it's going and you'll tell him you're making progress. Inside you're thinking: this shouldn't be a one-person job held together by spreadsheets and ritual. It is because the tools you were handed weren't built for your role.
Why CS in coaching companies is so hard.
01
Your tools weren't built for your role.
Every platform in this category — Kajabi, Skool, Thinkific, Circle — was built for the founder-expert or the student. You're neither. You're the person keeping 1,800 students from churning, which is the hardest job at the company, and you got a spreadsheet. The dashboards everyone else looks at aren't designed to surface what you need to do today, let alone ranked by urgency.
02
You can't answer "who's at risk?" without opening six tabs.
The signals are spread across Stripe (payment failures), Calendly (skipped calls), Skool or Discord (room silence), a course platform (no progress), and a Notion doc (the notes from last week's save call). By the time you've stitched them together, it's 3pm and the answer is less useful. What you need is one row per student, with every signal tied to that row, sorted by risk.
03
Your retention work is invisible.
The save call you made last Tuesday that kept a student from refunding is not in the company dashboard. The founder sees revenue and churn, both lagging indicators. Your actual work — the proactive outreach, the flagged students you moved from red to green, the testimonials you caught at the right moment — lives in your head and a shared Notion. Coachly makes that work visible on its own surface.
What Coachly does differently for CS.
01
The CS table is the product, not a dashboard tab.
Every platform has an analytics page. Coachly is built inside-out: the client success table is the home screen, not a report buried three clicks deep. Flagged students surface at the top, ranked by risk. Quiet students underneath. Finishers ready for testimonials. Save-call candidates. Students approaching their refund window. One table, one home, one workflow that actually matches your job.
02
Workflows for the actual work you do.
Refund-risk triage, testimonial capture, finisher surfacing, save-call booking, re-engagement sequences — the operations your CS team runs every week are first-class workflows, not something you have to build out of Zapier. The alerts that fire go to the right CSM. The timing is automated, the message isn't — you still write it, because a real reply beats a template every time.
03
A surface where your team's work is visible.
Every save call, testimonial ask, finisher outreach, and re-engagement attempt is logged on the student row with its outcome. Roll that up for the founder and you can finally show what CS is actually doing — not just churn numbers, but the counter-factual: how many refunds didn't happen, how many renewals went smoothly, how many testimonials landed because someone noticed.
04
One row per student.
Every piece of a student's relationship with your company — payments, programs, check-ins, 1:1s, community activity, notes from every CSM they've worked with — lives on one row. No context-switching, no tab-thrashing, no waiting for the data import that makes Stripe legible. What was six tools is now one scroll.
Questions
Client success software, in plain terms.
I've been stitching tools together for a year. Is migration painful?
We do the import with you for the first few workspaces, since that's where we learn the edge cases. Students come in by email with program history. Commitment logs and notes from your Notion can be uploaded by CSV or pulled via the API. Most CS leads are fully migrated in under two weeks, and keep the legacy stack running in parallel for a month as a safety net.
Can I get my team access at different permission levels?
Yes. Roles control who sees what — CSMs see their own book, senior CS leads see all books, coaches see only their assigned students, the founder sees everything. Role-based access is available on Pro and up. Audit logs (who looked at what, who edited which client note) are on Scale and up.
Can I see activity across multiple coaches on my team?
Yes. The CS table has a coach filter and a team-wide view. You can see every student across every coach, or scope down to a single coach's book to see who on that coach's roster is at risk. Coach performance metrics (1:1 cadence, student outcomes, refund rate by coach) are surfaced on Scale and up.
What reporting do I get on retention and refund saves?
Out of the box: refund rate by cohort and program, save-call outcomes (converted, still at risk, refunded), testimonial-ask conversion rate, at-risk student trend over time. Custom reports and CSV exports are on Scale and up. Webhooks let you push any of this to your data warehouse if the founder wants it in Looker or Metabase.
Can I export my data?
Everything is exportable — students, programs, check-in responses, 1:1 notes, payment records, testimonial outcomes — as CSV or via the public API. You own your data. If you ever leave, you leave with all of it, including every note your team wrote. No platform-lock-in games.
Do I need to replace my CRM?
No. Coachly isn't a sales CRM and isn't trying to be. Keep HubSpot or Salesforce for your pipeline and pre-sales work. When a deal closes, webhooks or a Zapier/Make flow enroll the new client in the right program in Coachly automatically. Outbound webhooks keep your CRM updated on program status, check-ins, and renewals. The two tools stay in their lanes.
Take care of your students. Start here.