Ylopo

Customer Success Manager

• Manage a book of business of clients in setup and newly live
• Serve as the first point of contact post-purchase, setting clear expectations and building early trust with new clients
• Lead the initial onboarding meeting to review intake forms, introduce key milestones, and align on implementation timelines
• Project manage and oversee each client’s Implementation process, coordinating with internal teams to ensure timely and successful setup
• Monitor and ensure completion of all required technical onboarding tasks, addressing blockers as needed
• Lead client through scheduled, structured onboarding calls, ensuring they are well-trained and have adopted the product
• Manage retention efforts for clients who have placed cancellations or are showing indicators of being at-risk
• Facilitate office hours and/or live support group sessions via Zoom for clients
• Partner with Ylopo Growth team to identify clients who are good candidates for revenue expansion conversations
• Work with escalated clients to resolve their concerns
• Facilitate large-scale account changes like DNC, Brokerage Change, CRM change, license transfers as needed
• Speak confidently and professionally with clients
• Work with the utmost urgency to work through client issues
• Maintain accurate documentation of client interaction (e.g. logging activity in Salesforce and internal systems timely and correctly)

Onboarding Success Manager

Product Marketing

• Develop launch readiness materials for new products and features (playbooks, one-pagers, talk tracks, FAQ docs)
• Create and maintain internal enablement resources in Confluence, Coassemble and the Support Center
• Partner with Product and Marketing to translate feature releases into actional guidance for Sales, Implementation and CS
• Support “Plays &amp; Playbooks” initiatives with CS and Growth teams
• Build competitive positioning resources and objection-handling guides
• Design and deliver training for internal teams on product updates, workflows, and best practices
• Onboard new CSMs and other client-facing roles on Ylopo products and processes
• Maintain and improve internal knowledge base and documentation
• Track enablement effectiveness through feedback and performance metrics
• Facilitate live training sessions as needed (webinars, 1:1 or team training sessions)
• Support development and iteration of client-facing training content
• Gather client feedback to inform internal enablement priorities

Onboarding Success Manager

Go-to-Market Enablement Specialist