Member Success Manager

About the role

XYPN is the only turnkey advice and planning platform for fee-only financial advisors. This role offers an opportunity to join a company dedicated to helping advisors build successful independent firms.

Responsibilities

• Pipeline Management: Own and manage an internal sales pipeline focused on generating add-on revenue from existing Emerald members.
• Member Sales (Value Expansion): Conduct consultative discovery calls to match members with paid, ongoing services and strategic kits, and follow up on service opportunities.
• Benefit & Tech Adoption: Drive member utilization of XYPN’s core tech stack and benefits, and collaborate with marketing teams to launch and measure targeted benefit adoption campaigns.
• Cross-Functional Collaboration: Establish and refine closed-loop feedback and lead-routing processes with the Member Experience team, and coordinate with Practice Management Coaches to align on members' operational pain points.

Requirements

• 4+ years of experience in Customer Success, Account Management, or a consultative sales role within a B2B SaaS, services, or membership-based organization.
• A proven track record of owning and hitting an expansion, upsell, or cross-sell revenue target with an existing customer base.
• Strong pipeline management skills, with the ability to accurately forecast, track, and close opportunities.
• Exceptional consultative discovery skills; a demonstrated ability to actively listen to a customer's operational bottlenecks and map them directly to a specific product or service solution.
• Experience utilizing a CRM (HubSpot preferred) not just for logging activity, but for building communication sequences, managing workflows, and tracking daily performance.
• Experience running 1-to-many adoption motions, including segmenting user data to identify target audiences for specific outreach campaigns.
• The ability to confidently lead a sales/discovery call while strategically bringing in cross-functional Subject Matter Experts (SMEs) to navigate deep technical questions.

Qualifications

• Likely to have had nontraditional career paths, or taken time off for family reasons.
• Previous exposure to or experience in a Product Marketing, Lifecycle Marketing, or Customer Growth role.
• Advanced, builder-level proficiency in HubSpot (creating custom reporting dashboards, complex workflows, and automated pipeline triggers).
• A deep understanding of practice management concepts, specifically the operational challenges of running a small, service-based business.

Skills

• Consultative Selling
• CRM Management
• Product Marketing
• Customer Success
• Operational Challenges

Benefits

• Employee Stock Ownership Plan (ESOP)
• Unlimited vacation days
• 9 paid holidays
• 401(k) with match
• Health insurance
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
• Pet insurance availability
• Health Savings & Flex Spending (Health, Limited & Dependent Care) Accounts
• Employer-paid Life and AD&D insurance
• Employer-paid Long Term Disability coverage
• Up to $150/month to cover the cost of working with a financial planner, plus up to $500 toward the upfront fee
• $2000/year (prorated by start date) to put towards professional development
• $250/quarter to spend on yourself specific to our core value of "Be Well Being You."
• $500 donated to a non-profit organization of your choice when you volunteer 40 hours within the calendar year
• Sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years
• Subsidized employer-sponsored childcare through our internal child care program
• Various Gym discounts
• Company-owned laptop computer provided (Apple Products)

Pay

$92,000 - $119,000 Annually

Schedule

Full-time (40-45 hours per week with flexible schedule)