Onboarding Success Manager - Team Lead

Summary

Join Ylopo's growing team as an Onboarding Success Team Lead, a dual-role position requiring strategic client partnership and frontline team leadership. You will manage your own client portfolio while coaching team members, troubleshooting issues, and prioritizing tasks. This role involves leading onboarding meetings, conducting training calls, facilitating support sessions, and collaborating with the Growth team. Accurate documentation of client and team interactions is crucial. The ideal candidate will foster a collaborative team culture and contribute to continuous improvement initiatives, working closely with the Sr. Manager of Onboarding. Compensation includes a competitive salary, bonus potential, and comprehensive benefits.

Requirements

• Previous experience in a support, training, customer service, Team Lead, or Manager role
• Strong organizational skills and attention to detail
• Ability to multitask and work independently toward deadlines
• Strong written and verbal communication skills, ability to work well in a small group setting
• Ability to take initiative and model follow-through on tasks and projects

Responsibilities

• 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
• Lead clients through scheduled, structured onboarding calls, ensuring they are well-trained and have adopted the product
• Facilitate office hours and/or live support group sessions via Zoom for clients
• Partner with the Ylopo Growth team to identify clients who are good candidates for revenue expansion conversations
• Provide real-time support, feedback, and coaching to Onboarding Success Managers
• Escalate and help resolve blockers impacting team or client success
• Maintain accurate documentation of all client and team interactions (e.g. logging activity in Salesforce and internal systems timely and correctly)
• Lead by example and foster a high-performing, collaborative team culture

Preferred Qualifications

Understanding of real estate and the real estate profession is a plus, but not necessary

Benefits

• Medical, dental, and vision benefits
• Paid holidays, vacation, and sick days
• A 401(k)
• Starting pay from $75,000 to $80,000 + 40% Bonus