Member Success Manager

Member Success Manager

XYPN is the only turnkey advice and planning platform that makes it possible for fee-only financial advisors to build the independent firm of their dreams with complete autonomy. We do this through ongoing advocacy and access to education and training, curated technology, compliance support, community, and back-office and client support services.

This is an opportunity to join a company on a mission to help others—and you—live your best lives.

About the Role

As the Member Success Manager, you are a proactive strategic partner for XYPN's Emerald members. Operating on the core philosophy that members stay when they "use our stuff and run successful firms," you are responsible for helping members maximize their ROI and unlock the full value of their membership. Utilizing a deeply consultative approach, you will partner with members to understand their unique operational bottlenecks and connect them with the specific XYPN benefits, services, kits, and tools designed to solve them.

By monitoring member utilization and managing targeted outreach, you will guide members toward the solutions that best fit their firm's life cycle, whether that means driving the adoption of core platform benefits like our tech stack or exploring specialized extended services like monthly bookkeeping, and compliance consulting. You will work closely with the Member Experience team, who will connect you with members actively seeking operational support, the Marketing and Product Marketing teams to build educational awareness campaigns, and the Sales and Growth Operations teams to ensure a seamless member journey.

What You'll Be Doing

Pipeline Management

• Own and manage an internal sales pipeline focused on generating add-on revenue from existing Emerald members.
• Maintain accurate forecasting and pipeline hygiene within HubSpot, tracking all opportunities, whether internally routed, generated via marketing campaigns, or independently sourced, from initial discovery to closed-won.
• Propose and manage targeted HubSpot workflows, communication sequences, and reporting dashboards to efficiently run the member sales motion and track daily performance.

Member Sales (Value Expansion)

• Conduct consultative discovery calls to match members with paid, ongoing services (e.g., Monthly Bookkeeping, Compliance Consulting) and strategic kits (e.g., Risk Ready Kit, Kick Start Tech Setup), partnering directly with internal subject matter experts from the Bookkeeping and Compliance teams to navigate technical discussions and close opportunities.
• Follow up on service opportunities, pain points, and growth signals uncovered during routine member outreach (AMRs, Consults, etc.) conducted by the Member Experience team.
• Proactively identify target audiences and design creative, non-traditional strategies to promote value expansion, partnering cross-functionally with the marketing teams to bring your ideas to life and drive adoption.

Benefit & Tech Adoption

• Drive member utilization of XYPN's core tech stack and benefits, executing targeted adoption strategies for tools like Holistiplan, Orion, Turnkey Asset Management Platforms (TAMP), and E&O insurance.
• Collaborate with Marketing to launch and measure targeted benefit adoption campaigns, and with Product Marketing to ensure you have the necessary sales enablement materials to drive conversion.
• Educate members on the ROI of adopting specific tools, clearly articulating how they streamline operations and reduce overhead.
• Partner with the Partnerships team to stay fully informed on vendor updates, new features, and integration best practices to confidently position these tools to members.
• Set and execute utilization launch goals for newly introduced benefits to ensure immediate adoption.

Cross-Functional Collaboration

• Establish and refine closed-loop feedback and lead-routing processes with the Member Experience team to ensure seamless handoffs of at-risk or growth-ready members.
• Coordinate with Practice Management Coaches to align on members' operational pain points and collaboratively position how our benefits and tech can help solve them.
• Work closely with Sales Operations to ensure your pipeline processes and CRM utilization remain consistent with broader revenue team standards.
• Serve as the "Voice of the Member" regarding sales friction, capturing objections and adoption hurdles to inform messaging and roadmaps for the Product, Product Marketing, and Partnerships teams.

Measurables:

• Add-On Revenue Growth Target (Tracking toward a XX% overall growth goal)
• Tool-Specific Benefit Adoption Rates (e.g., Holistiplan, Orion, E&O, and TAMP targets)
• Member Pipeline Conversion Rate (Lead-to-Closed-Won)
• Opportunity Creation Rate (Tracking internally routed, marketing-generated, and independently sourced opportunities)
• Engagements Completed (Discovery calls, consultations, etc.)
• Churn / Retention Metrics (Specifically tied to members you have successfully expanded)

The Deets

Start Date: Immediately

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

Location: Bozeman, MT

Overtime Status: Non-exempt (i.e., overtime eligible)

Team: XYPN

Reports To: Director of Member Success

Direct reports: None

Travel: Up to 10% travel (e.g., 2-3 weeks /year) required for team retreats and other company events

What You'll Bring To The Table:

(If you think, "I only meet 80% of these qualifications," still apply!)

• 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.
• Legally authorized to live and work in the United States without present or future need for sponsorship.

What Would Make Us Drool:

• Formal training or certification in Value-Based or Consultative Selling or specialized Customer Success methodologies.
• Direct experience working with financial advisors, RIAs, or within the broader financial services/wealth management industry.
• 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.

XYPN welcomes applications from individuals who may have had nontraditional career paths, or who may have taken time off for family reasons (e.g., children, caring for disabled or elderly family). We encourage applications from minorities, women, individuals with disabilities, protected veterans and all other qualified applicants.

Compensation & Benefits

• $92,000 - $119,000 Annually
• All team members at XYPN are owners! We offer a 100%- employer-funded Employee Stock Ownership Plan (ESOP).
• Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year)
• 9 paid holidays (we offer flexible holidays!)
• 401(k) with match; you put in 6%, and we put in 4.5%.
• 12 weeks paid parental leave for the birth or adoption of a child.
• Health insurance w/ employer contribution.
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options.
• Pet insurance availability
• Health Savings & Flex Spending (Health, Limited & Dependent Care) Accounts available
• Employer-paid Life and AD&D insurance.
• Employer-