VP of Endless Customers Coaching & Training

Job Description

Job Description

Hybrid (Cheshire, CT area preferred). Occasional travel 1–2 times per quarter.

New role: one of four leadership positions we’re adding to support IMPACT’s next phase of growth. Open to internal and external candidates.

We're looking for a leader to build and run IMPACT's Endless Customers Coaching & Training practice for the next several years. This is the heart of IMPACT, where the Endless Customers methodology comes to life with clients. You'll run the practice as a business. That includes our coaching and training programs, products, and the Endless Customers Academy.

We’re looking for someone who can take the goals for this practice, build a plan they believe in, and lead the team through it. You’ll set the priorities and make the day-to-day calls. If results are off pace or an offering isn’t delivering for clients, you’ll spot it early, decide what needs to change, and follow through without waiting for direction.

The job is to deliver the 2027 results and build a practice that you and your team can keep growing profitably into 2028 and beyond.

About IMPACT

IMPACT helps businesses become the most recommended, trusted, and chosen company in their market with the Endless Customers System (formerly They Ask, You Answer). We coach companies to earn buyer trust through content, video, sales alignment, their website, and visibility in AI search, and we're also a HubSpot Diamond Partner. We offer additional services such as website redesign, HubSpot training, and paid media management.

We typically work with businesses in the range of $5-100m in revenue, often in home services, manufacturing, retail, and professional services. Most of the time, the business owner decides whether to engage with us, and sometimes it's the head of marketing or sales.

Room to shape the practice

You'll have room to shape the practice around your vision for what buyers will need in 2027 and beyond. Within certain parameters, you'll decide which services to develop, what to charge, and how your team delivers them profitably.

Transformation, not dependency

Great coaching makes clients more capable, not more reliant on us. Our best clients become self-sufficient and still value IMPACT's ongoing guidance. You'll protect that balance and keep every coach true to the Endless Customers principles. You'll also use AI to scale the work without losing the human judgment that makes coaching valuable.

What you'll do

Grow a profitable practice

• Own the practice's revenue and profitability, including pricing, capacity and the mix of employed and contract coaches.
• Follow up quickly on opportunities from Marketing & Sales, and scope and close custom and expanded engagements.
• Spot at-risk clients early and lead documented recovery plans.
• Recommend renewals and expansions only when there's a clear next outcome for the client.

Deliver consistently at scale

• Keep key products documented and repeatable, tailored to each client while staying true to Endless Customers principles.
• Certify coaches before they take clients, and review coaching quality regularly.
• Grow coaching capacity ahead of demand, with the supervision and support new coaches need.

Evolve the products

• Shape our lineup (the Academy, Deep Diagnostic, EC Coaching, and content, video and sales training) around market demand, client feedback and what the team enjoys delivering.
• Fix or retire offers that don't sell or don't deliver, and recommend new offers and pricing changes through our approval process.
• Run the IMPACT Academy, including member experience and quality standards for content from our other practices.

Work as One IMPACT

• When discovery or the Deep Diagnostic reveals needs beyond coaching, such as a website, HubSpot or paid media, bring in the right practice through the client's Relationship Owner and make the handoff seamless.
• Contribute expert time to marketing and sales: content, events and sales conversations.
• Test AI and process improvements, and share what works with the other practices.

Lead the team

• Lead, develop and hold W2 and contract coaches accountable, with clear expectations, measurables and regular feedback.
• Address performance problems and capability gaps promptly.

Who you'll work with

You'll report to our Integrator and work closely with our Visionary on the Endless Customers methodology. You'll also partner with the VPs of HubSpot & Technology Services, Web Services and Paid Media Services on shared clients, and with Marketing & Sales on new business.

Requirements

• Practice leadership. 7+ years in coaching, consulting or training, including leading a practice with its own revenue and margin.
• Scaling coaches. You've grown a team of coaches or consultants, including contractors, without losing quality.
• Results-driven. You measure client success by business outcomes, and can show examples.
• Selling. You lead sales conversations comfortably and close complex engagements.
• AI-forward way of working. You use AI to scale delivery and curriculum while keeping coaching human.

Strong pluses

• Endless Customers expertise. Deep knowledge of They Ask, You Answer / Endless Customers, ideally from coaching or implementing it.
• Experience running a membership, community or online learning program
• Experience building curriculum or certification programs
• Comfortable on camera and speaking in front of a room

The basics

Based in Connecticut strongly preferred. Open to candidates outside Connecticut who commit to East Coast hours and can travel to our office and to events (two internal events and 3–4 sponsored external events per year).

Benefits

• Base salary of 160,000–170,000, plus a performance incentive tied to the role's scorecard (OTE of $250,000) with additional 3 year target incentive
• Medical, dental and vision insurance, with IMPACT covering a significant share of premiums
• 401(k) with a 100% match up to 3%, plus 50% up to 5%
• Company-paid life insurance, paid parental leave, and flexible PTO

Work environment

At IMPACT, our culture is built on our core values of being proactive, accountable, caring, and team-oriented. We are a group of driven professionals who are passionate about growing in our careers, delivering exceptional results for our clients, and supporting one another every step of the way. Mediocrity isn't an option — we show up every day committed to being our best and getting better. Collaboration is at the heart of everything we do, and we foster an environment free of egos, drama, or excuses. We're a supportive, no-nonsense team united by a shared mission: to create heroes, grow businesses, and change lives.

Working hours are 9:00 AM to 5:00 PM Eastern Time to align with client schedules and internal team operations. We offer flexibility for independent work outside of client meetings and team rituals.

IMPACT is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. IMPACT provides reasonable accommodations to individuals with disabilities in the hiring process and throughout employment, as required by law.