Member Success Manager

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 such as the tech stack or exploring specialized extended services like monthly bookkeeping and compliance consulting. You will work closely with the Member Experience team, the Marketing and Product Marketing teams, and the Sales and Growth Operations teams to ensure a seamless member journey.

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

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.

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.

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.

• 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,…