Junior Client Success Manager

📋 Description

• • Own the post-sale client journey for a dynamic portfolio of real-estate professionals who rely on Ylopo’s AI-driven marketing platform to generate and nurture leads. You will be the single point of accountability from onboarding through renewal, ensuring every client extracts maximum value and renews year after year.
• • Conduct high-impact 1:1 video consultations (Zoom/phone) to deliver hands-on training, troubleshoot technical issues, and share best-practice strategies that help agents convert leads into closed deals. Expect 6–8 scheduled calls and 4–6 ad-hoc calls per day.
• • Proactively monitor client health signals—product usage, ticket themes, NPS dips, and cancellation requests—then design and execute save-plans that rescue at-risk accounts and expand revenue through upsells and add-ons.
• • Serve as the voice of the customer inside Ylopo. You will translate field feedback into actionable product insights for Engineering, Marketing, and Product teams, directly influencing our quarterly roadmap.
• • Deliver warm, well-documented hand-offs to specialized squads (Website Development, Paid Ads, SEO, Design) and follow through to guarantee deliverables meet client expectations and SLAs.
• • Maintain meticulous records in Salesforce, Zendesk, and our internal BI tools—every call, email, and configuration change must be logged within 15 minutes to ensure seamless team collaboration and compliance.
• • Contribute to our knowledge base by authoring how-to articles, recording Loom videos, and hosting monthly group webinars that scale education to hundreds of users at once.
• • Hit and exceed quarterly KPIs: Net Revenue Retention (NRR) ≥ 105 %, average case resolution time ≤ 8 business hours, first-response time ≤ 1 hour, and NPS ≥ 60.
• • Embrace a test-and-learn mindset. You will A/B test email cadences, in-app messages, and onboarding flows, then share winning tactics across the 25-person Success organization.
• • Thrive in a fully remote, fast-paced SaaS culture that values curiosity, candor, and customer obsession. Daily Slack stand-ups, weekly pipeline reviews, and monthly “voice of customer” roundtables keep us aligned and energized.
• • Grow your career through Ylopo University—our structured 90-day ramp that pairs you with a mentor, provides bite-sized LMS modules on digital marketing, SQL, and real-estate tech, and culminates in a capstone project presented to the executive team.
• • Celebrate wins loudly: every saved account, glowing testimonial, or G2 review earns kudos in our #wins channel and quarterly Success Spotlight awards with cash bonuses and extra PTO.