Client Success Manager

Reporting directly to the Manager of Client Success, the Client Success Manager role is focused primarily on retaining clients and providing them with an exceptional experience using our system. This role handles the entire lifecycle of client success post-onboarding through training, support, and account management. 

Candidates well-suited to this role will have a track record of being detail-oriented, client-focused, and proactive in providing exceptional service both internally and externally. We are looking for candidates who are quick-thinking, organized, patient, and positive, with a strong ability to troubleshoot software issues, advocate for client needs, and escalate concerns to the Manager of Client Success when necessary.

What We’re Looking For:

• Undergraduate degree or relevant experience
• 3+ years of experience in customer success, customer service, coaching, training, account management, or a related client facing role supporting a broad portfolio of customers.
• Ability to facilitate the solution to complex issues and requests with a proactive, goal-oriented mindset
• Strong technical, organizational, and project coordination skills, alongside strong attention to detail
• Excellent written and verbal communication skills, including the ability to communicate effectively via email, support tickets, phone, or Zoom video
• Ability to multitask, take initiative, and work independently toward deadlines to see tasks through to completion
• Positive demeanor, trustworthy character, and consistent work ethic
• Willingness to learn the intricacies of the Ylopo product and feel comfortable conveying detailed information about our services and systems
• Understanding of real estate and the real estate profession is a plus, but not necessary

Responsibilities:

• Manage client relationships within our general segment of business, evaluating "client health" to proactively schedule and conduct check-in calls.
• Meet with clients 1:1 to provide support, training, product knowledge, and account reviews.
• Consult with clients to identify business goals, challenges, and opportunities, aligning Ylopo product solutions to address their specific needs and objectives.
• Act as an advocate for the client's needs, specifically managing retention efforts for clients who have placed a cancellation or are showing indicators of being at-risk.
• Speak confidently and professionally while working through escalated issues, acting with the utmost urgency to troubleshoot client problems.
• Maintain accurate documentation of client interactions, including logging activity in Salesforce and internal systems timely and correctly.
• Deliver a warm and well-documented handoff to internal departments like marketing, client growth, or website development.
• Identify and cultivate qualified growth opportunities by uncovering client needs, driving product adoption, and recommending solutions that support long term success and account expansion.
• Work closely with our product support team to investigate issues and software bugs, solving them independently or appropriately escalating them to the Manager of Client Success.
• Learn the ins and outs of our product to become a subject matter expert, collaborating with sales, billing, marketing, international, and technical teams on special projects.

What Success Looks Like (KPIs):

• Strong Net Revenue Retention (NRR) across your assigned client segment
• Excellent Response times and Resolution skills
• High Net Promoter Score (NPS) and positive client satisfaction (CSAT)
• Consistent product adoption and successful, well-documented issue de-escalation

Compensation: Compensation and full benefits include starting base pay from $60,000 to $75,000, with an incentive bonus potential of up to 25% of base salary OTE, depending on experience. Benefits include medical, dental, and vision coverage; paid holidays, vacation, and sick days; a 401(k); paid monthly parking (if applicable); and an extremely nice, supportive group of people as your co-workers.