❓ How to Use This System
Your complete operating guide for delivering a world-class KYP client experience.
🧬 Three Phases — One Flow
This SOP is organized as a single linear flow. Every client moves through all three phases in order.
Phase 1 — Client Onboarding
Steps 1–10 + Completion Gate
Everything from WhatsApp group creation through scheduling all initial appointments, activating wearables, and syncing dashboards. Phase 1 ends when all initial tests are completed, wearables are active, dashboards are synced, and the first session with Andres is complete.
Phase 2 — Service Delivery
Steps 11–14 + Escalation
Ongoing execution once a client is fully onboarded. Weekly reminders, pre-call prep with the 6-category brief sent to Andres, post-call actions, and all recurring appointments (quarterly Dr. Joel, bloodwork, DEXA). This is where retention is won or lost.
Phase 3 — Documentation
Steps 15–16
The system only works if data is logged. Post-session documentation happens within 2 hours of every call. A full roster audit happens weekly. If it isn't documented, it doesn't exist.
🚀 Day One — Where to Start
- Read the Role Overview — Understand exactly what you own and what Andres owns. The line matters.
- Study the Master Flow Map — Memorize the full client journey and the testing cadence table by program type.
- Walk through Phase 1 (Steps 1–10) — Every step has a checklist. Know each one before your first client lands.
- Internalize Phase 2 (Steps 11–14) — This is your weekly operating rhythm. The pre-call brief and post-call documentation are the two highest-leverage actions you will take every week.
- Understand Phase 3 (Steps 15–16) — If you don't update logs within 2 hours of a session, the system breaks. Non-negotiable.
- Bookmark Escalation & De-escalation — Know it before you need it. You will need it.
✏️ Personalize Mode
Click ✏️ Personalize Mode in the top-right header to edit any script or message template directly in the browser. Purple outlines will appear around all editable areas. When you're done, click Download Custom Version to save your edited copy as a standalone HTML file. Use this to customize WhatsApp scripts, reminder messages, and summary templates to match your voice and each client's context.
🧠 How the Pre-Call Brief Works (Phase 2)
The pre-call brief is built using Claude with the KYP Brain MCP connected. 24 hours before every Andres session, the CSM opens a Claude session, pastes the structured prompt from Step 12, and the KYP Brain synthesizes the client's Fathom transcripts, Whoop data, HabitDash check-ins, lab results, and open loops into a one-page brief.
The CSM reviews and cleans up the output before sending — you are the quality filter, not just the messenger. Once it looks right, send it to Andres via WhatsApp before the session.
The goal: Andres walks into every call already knowing the six things that matter. He should never have to reconstruct context live with the client.
💡 PRO TIP — WHATSAPP GROUP DESCRIPTION IS A LIVING RECORD
The group description must always contain: client start date, program type, top 3 goals (from first Fathom call), last testing date, Drive folder link, and next scheduled appointment. Andres reviews these regularly. If the description is stale, your credibility takes the hit — not the system's.
🗺️ Role Overview
What the Client Success Manager owns — and why it matters.
🎯 Your Mission
You are the operational backbone of every client relationship at KYP. Your job is to ensure that every client feels taken care of from the moment they sign — removing friction, closing loops, and making it so Andres can focus 100% on delivering results.
As Andres says: "Everything from that touchpoint on, everything is better if we have a smooth sailing operation at the very beginning."
✅ CSM Owns
- WhatsApp group creation & management
- Onboarding form coordination
- All appointment scheduling
- Device & test ordering
- Platform setups (HabitDash, Rhythm)
- Pre-call & post-call summaries via Fathom
- 24-hour reminders for all appointments
- Drive folder management
- Client Roster tracker updates
- Quarterly retesting coordination
🧬 Andres Owns
- Weekly 1:1 coaching sessions with clients
- Health optimization recommendations
- Dr. Joel / medical team coordination
- New client introductions to the group
- Program pricing & contract decisions
- Escalation sign-off on complex issues
📱 Core Tools You Use Daily
📋 Program Types You'll See
Always check the contract in DocuSign to confirm the client's program type — it determines scheduling cadence, testing frequency, and deliverables.
Most clients are on 3 or 6-month programs. Testing (blood work + DEXA) happens at the start of every program and then every quarter thereafter.
📊 Master Flow Map
The complete client journey from signed contract to ongoing success.
🧬 KYP Client Journey — End to End
Phase 1 — Onboarding
WhatsApp group → Forms → Platforms → All initial appointments → Devices → First Andres session
Phase 2 — Service Delivery
Weekly reminders → Pre-call brief → Post-call actions → Ongoing testing coordination → Escalation
Phase 3 — Documentation
Post-session logs within 2 hrs → Weekly roster audit → Drive sync → Monday.com updates
🔄 Testing Cadence by Program Type
| PROGRAM | BLOOD WORK | DEXA SCAN | DR. JOEL CONSULTS |
|---|---|---|---|
| 3-Month | Start + End (2x) | Start + End (2x) | PWA at start + quarterly consults |
| 6-Month | Start + 3mo + End (3x) | Start + End (2x) | PWA at start + quarterly consults |
| 12-Month | Every quarter (4x) | Start, 6mo, End (3x) | PWA at start + quarterly consults |
⚠️ Always verify the client's specific contract in DocuSign — some clients have custom arrangements (e.g., no testing, Rhythm-only, 1-off Deep Dive).
💬 Step 1: Create WhatsApp Client Group
This is the mandatory first step and the foundation of the client relationship. Every client gets their own group. No exceptions.
- Open WhatsApp and create a new group — never reuse an old one
- Name the group exactly: 🧬 [Client First Name + Last Initial] - KYP Health Optimization
Privacy & Permissions
- Set Group Visibility → Hidden
- Set Add Participants → Admins only
- Set Edit Group Info → Admins only
- Check for an invite link — if one exists, revoke/reset immediately. Do NOT generate a new one.
Add Participants
- Client
- Kacie & Kristel (Client Success team)
- Andres
Assign Admin Permissions
- Andres → Admin (required)
- CSMs → Admin as needed
Your first message sets the tone for the entire program. Use the approved template from KYP Sample Templates, and make sure to include:
- Introduction of yourself and the team
- Sleep Guide and Health Optimization Roadmap (from Materials folder)
- Confirmation that the group is private
- Outline of next onboarding steps
- Calendly link for onboarding call: https://calendly.com/kacie-knowyourphysio/30min
Hey [Client Name]! 👋 So excited to welcome you to KYP. I'm [Your Name], your Client Success Manager — I'm here to make sure your entire journey is seamless from start to finish. This group is private and only includes you, myself, and Andres.
I've attached your Sleep Guide and Health Optimization Roadmap to kick things off. Here's what's coming up next: we'll get your onboarding form completed, schedule your initial appointments, and get all your platforms set up. Let's book your onboarding call here: [Calendly Link] 🙌
- Check the client's contract in DocuSign to confirm program type and terms
- Follow the KYP Sample Templates guide for description format
📋 WHAT BELONGS IN THE GROUP DESCRIPTION
Client start date • Program type (3/6/12 mo) • Top 3 goals (from first Fathom call) • Last testing date • Google Drive folder link • Key upcoming milestones. Andres reviews these regularly — keep them updated whenever there's a change.
✅ Group Setup Verification
No invite link exists
Group is set to Hidden
Only correct members are present (Client, Kacie, Kristel, Andres)
Andres has admin permissions
Welcome message sent with Sleep Guide & Roadmap
Group description updated with start date, goals, program type, Drive link
🚨 If ANY mistake is found:
- Create a new group immediately
- Move client to the new group
- Exit and archive the incorrect group
- Never reuse a compromised group
📋 Step 2: Onboarding & PAR-Q Forms
Collect all intake information and create the client's Google Drive folder.
- Send the onboarding form link to the client via WhatsApp
- Send the PAR-Q form
- Walk the client through completion if needed — ideally on a live onboarding call
- Review forms for completeness before moving on
- Flag any health concerns to Andres or Dr. Joel immediately
⚠️ PROACTIVE APPROACH
Don't just send the form and wait. Clients are busy — offer to walk them through it live on a Zoom call. This prevents weeks of delays and dramatically improves the onboarding experience.
- Create a new folder inside the KYP Google Drive under the client's name: KYP / [Client's Full Name]
- Upload the contract, onboarding form, PAR-Q, and any other relevant documents
- Share the Drive folder with the client and notify them via WhatsApp
- Add the Drive folder link to the WhatsApp group description
- Always upload blood work and lab results to Drive — never ask clients to upload their own test results unless it's pre-existing data from before they started
Hey [Client Name]! I've created your personal KYP folder in Google Drive — this is where we'll keep all your documents, test results, and program materials securely stored. Here's the link: [Drive Link] 📂
📍 Step 3: Confirm Availability & Address
Collect everything needed to schedule all initial appointments and ship devices.
📈 Step 4: HabitDash Setup
KYP's primary client health and habit dashboard — where wearable data, habits, and daily metrics are tracked.
📅 Step 5: Schedule Weekly Meetings with Andres
Set up the recurring weekly session that is the backbone of the client's program.
🩺 Step 6: Schedule Dr. Joel Consultation (PWA)
Coordinate the Premier Wellness Assessment — 75+ biomarkers, disease risk stratification, full intake review.
ℹ️ WHAT IS THE PWA?
The Premier Wellness Assessment is Dr. Joel Wussow's comprehensive evaluation — over 75 blood biomarkers, 10/30-year disease risk scores, ApoB, LP(a), insulin resistance, and a detailed intake form. It's what sets KYP apart from standard coaching programs. Most clients receive one PWA at program start. Premium clients may receive a second at program end.
🩸 Step 7: Schedule Blood Work (Mobile Phlebotomist)
Coordinate in-home blood draw — client experience should be effortless.
🔬 Step 8: Schedule DEXA Scan
Gold standard for body composition — schedule near the client's location.
🔄 NOTE ON RECURRING APPOINTMENTS
Dr. Joel consultations, bloodwork, and DEXA scans are not one-time events. These recur quarterly based on program type (see Master Flow Map for cadence). Phase 1 covers the initial scheduling of each. Coordination of all subsequent rounds is handled in Phase 2 — Step 14: Ongoing Testing Coordination.
📦 Step 9: Order Devices & Materials
Get the client's wearable, genetic test, and any materials ordered and delivered before the first coaching session.
🩺 Step 10: Rhythm Health Setup
Rhythm provides automated monthly blood work — a core part of KYP's ongoing data infrastructure.
ℹ️ WHAT IS RHYTHM?
Rhythm provides automated, recurring monthly blood work ("Rhythm labs") so clients and Andres always have fresh biomarker data without scheduling. Clients on Rhythm are automatically tracked, and Dr. Joel reviews quarterly. Not all clients are on Rhythm — check the contract.
✅ Onboarding Completion Gate
Do not move a client to Phase 2 until every item below is confirmed. This is the official handoff from onboarding to active delivery.
✅ Phase 1 Completion Checklist
WhatsApp group created, configured, and group description fully populated
Onboarding form and PAR-Q completed and uploaded to Google Drive
Google Drive folder created and shared with client
HabitDash account active — Andres has admin access
Recurring weekly sessions with Andres scheduled for full program duration
Dr. Joel initial consultation completed (or confirmed not required per contract)
Initial blood work completed and results uploaded to Drive
Initial DEXA scan completed and results uploaded to Drive (or confirmed not required)
Whoop (or Oura) delivered, activated, and syncing to HabitDash
SelfDecode genetic test ordered and kit delivered
Rhythm Health account set up (if applicable per contract)
First session with Andres completed — session logged in Monday.com and KYP Client Roster
Client status updated to "Active" in Monday.com
✅ ONCE ALL BOXES ARE CHECKED
The client is officially in active service delivery. Proceed to Phase 2 — Step 11 and begin the weekly delivery rhythm: reminders, pre-call briefs, post-call documentation, and ongoing testing coordination.
🔔 Step 11: Reminders & Appointment Scheduling
Proactive communication keeps clients accountable and sessions from falling through the cracks.
📝 Step 12: Pre-Call Brief for Andres
The accountability layer that ensures Andres walks into every session fully informed. CSM generates, reviews, and sends this brief 24 hours before every session.
⏱️ DEADLINE: 24 HOURS BEFORE EVERY ANDRES SESSION — NO EXCEPTIONS
The brief must be sent to Andres via WhatsApp before every client session. If you don't know the status of every open item, data trend, and clinical flag before the call, Andres will either skip them, double-assign them, or waste live session time reconstructing context. That is a direct driver of client dissatisfaction.
📤 Step 13: Post-Call Actions
Everything that must happen within 2 hours of every session ending. This is where follow-through becomes visible to the client.
🔄 Step 14: Ongoing Testing Coordination
No client should ever miss a quarterly testing window. Proactive scheduling is the CSM's responsibility — not the client's.
🔄 RECURRING APPOINTMENTS IN PHASE 2
The following appointments recur throughout the program based on contract type. The CSM tracks every window and schedules proactively — before the client ever has to ask. See the Master Flow Map for cadence by program type.
🚨 Escalation & De-escalation
How to handle issues at every severity level — and how to bring a situation back down before it damages the relationship.
📋 Escalation Steps
Resolve Directly with Client (De-escalation First)
For missed appointments, delivery delays, platform issues, or scheduling conflicts — attempt to resolve directly with the client first. Acknowledge the issue, offer a concrete solution, reschedule immediately, and keep communication warm and proactive. Most situations end here if addressed within the hour.
Loop in the Health Coach (Kacie)
If the issue relates to the client's coaching experience, perceived lack of progress, or communication friction with Andres — loop in Kacie before escalating further. She owns the client relationship layer and may be able to de-escalate directly.
Escalate to Andres
If unresolved after Steps 1–2, or if the issue involves a health concern, contract question, or anything requiring Andres's direct input — escalate immediately. Flag in the internal team WhatsApp with full context: what happened, what was tried, what the client said, and what resolution you're recommending.
🚨 IMMEDIATE ESCALATION TO ANDRES — Skip Steps 1 & 2:
- Any health concern flagged during PAR-Q, onboarding, or live session
- A client expressing serious dissatisfaction or intent to cancel
- A compromised WhatsApp group (privacy issue)
- Any situation that could affect KYP's reputation or HIPAA compliance
- A client reporting an adverse reaction to a supplement, protocol, or recommendation
🧊 De-escalation Playbook
When a client is frustrated or disengaged, the goal is to acknowledge, stabilize, and re-anchor — not to defend or deflect.
- Acknowledge first. "I hear you — that's frustrating and I understand why." Do not immediately explain or justify.
- Own the gap. If something slipped, say so clearly. Vague non-apologies make it worse.
- Offer a concrete fix, not a promise. "Here's what I'm going to do right now" is stronger than "We'll make sure this doesn't happen again."
- Loop in Andres proactively. If the client is at risk of churning, Andres needs to know before the next session — not during it.
- Document everything. Log the complaint, the response, and the outcome in Monday.com and the client log. Patterns matter.
💡 WHEN IN DOUBT — COMMUNICATE
The internal team chat exists for a reason. If something feels off or you're unsure how to proceed, post in the team channel with a clear summary of the situation. Over-communication is always better than leaving a problem unaddressed.
🗂️ Step 15: Post-Session Logs
Complete within 2 hours of every session ending. If it isn't documented, it doesn't exist.
📂 Step 16: Weekly Roster Audit
Once per week, audit every active client in the system. This is the quality control layer that prevents things from slipping through the cracks at scale.
🔗 Quick Links
Every platform and tool the CSM team uses — one click away.
🧬 Client Platforms
📅 Scheduling
📁 Internal Tools
🌐 KYP Public
⚠️ LINKS MAY CHANGE
If any link above stops working or has been updated, flag it in the internal team chat so this guide can be updated in Personalize Mode.
📊 KPIs & Standards
The numbers we hold ourselves to. Non-negotiable benchmarks for the client experience.