Onboarding Success Manager - Team Lead

Summary:

We’re looking for an Onboarding Success Team Lead to serve as both a strategic client partner and a front-line leader for our Onboarding Success team. This dual-role position is vital in setting the standard for client excellence while supporting the success and development of fellow onboarding team members. In addition to managing their own book of clients, the Team Lead will provide coaching, troubleshoot team escalations, assist with prioritization, and serve as the go-to support resource for the broader team. The Team Lead will work closely with the Sr. Manager of Onboarding to implement best practices, track team performance, and contribute to continuous improvement initiatives.

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

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.

Compensation and full benefits include starting pay from $75,000 to $80,000 + 40% Bonus; medical, dental, and vision benefits; paid holidays, vacation, and sick days; a 401(k), and an extremely nice, supportive group of people as your co-workers.