Member Success Manager Job at XY Planning Network (Bozeman)

Job Description

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.

Job Responsibility

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
Conduct consultative discovery calls to match members with paid, ongoing services and strategic kits
Follow up on service opportunities, pain points, and growth signals uncovered during routine member outreach
Proactively identify target audiences and design creative strategies to promote value expansion
Drive member utilization of XYPN’s core tech stack and benefits
Collaborate with Marketing to launch and measure targeted benefit adoption campaigns
Educate members on the ROI of adopting specific tools
Partner with the Partnerships team to stay informed on vendor updates
Set and execute utilization launch goals for newly introduced benefits
Establish and refine closed-loop feedback and lead-routing processes with the Member Experience team
Coordinate with Practice Management Coaches to align on members' operational pain points
Work closely with Sales Operations to ensure pipeline processes and CRM utilization consistency
Serve as the 'Voice of the Member' regarding sales friction

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

Nice to have

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.

What we offer

100%- employer-funded Employee Stock Ownership Plan (ESOP)
Unlimited vacation days (minimum 3 weeks per year)
9 paid holidays
401(k) with match (6% employee, 4.5% employer)
12 weeks paid parental leave
Health insurance w/ employer contribution
Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
Pet insurance availability
Health Savings & Flex Spending Accounts available
Employer-paid Life and AD&D insurance
Employer-paid Long Term Disability coverage
Up to $150/month for financial planner, plus up to $500 toward upfront fee
$2000/year for professional development
$250/quarter for 'Be Well Being You'
$500 donated to a non-profit when you volunteer 40 hours
Sabbatical program with cash bonus and extra time off
Subsidized employer-sponsored childcare
Various Gym discounts
Company-owned laptop computer (Apple Products)

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