Associate Customer Success Manager

Role Summary

We are seeking a proactive and results-driven Customer Success Manager to build and maintain strong financial advisor relationships while ensuring satisfaction and business growth. In this role, you will serve as the primary point of contact for financial advisors, understanding their needs, addressing concerns, and providing tailored solutions. You will collaborate with internal teams to deliver exceptional service, identify opportunities for upselling, and drive long-term client success. The ideal candidate is a strong communicator with excellent problem-solving and organizational skills, capable of managing multiple accounts while fostering positive client experiences.

Key Responsibilities

This role will be a dual role - half the time will be spent facilitating all aspects of the our PLUS service and the other half will be decided to managing accounts

PLUS Service

• Guide advisors’ clients through the estate planning process
• Coordinate between advisors, clients and attorneys
• Monitor plan progress and completion
• Maintain a high quality experience for both the client and the advisor
• Support advisors using estate planning in their practice

Customer Success Manager

• Serve as the primary point of contact for assigned financial advisors, building and maintaining strong relationships.
• Understand customer needs, goals, and challenges to provide tailored solutions and ensure satisfaction.
• Proactively identify opportunities to upsell or expand services to drive revenue growth.
• Monitor account performance and customer feedback to identify areas for improvement and develop strategic action plans.
• Prepare and present reports, business reviews, and performance insights to customers and internal stakeholders.
• Stay informed on industry trends, competitor activities, and market developments to provide strategic recommendations.
• Ensure contract compliance and manage renewals to maintain long-term advisor relationships.
• Maintain accurate records of customer interactions, updates, and progress using CRM software.

Qualifications

• 1-2 years experience in sales, customer service, or account management
• Strong communication and interpersonal skills
• Basic understanding of sales principles and customer relationship management
• Ability to build and maintain client relationships
• Organizational and time management skills
• Problem-solving and negotiation abilities
• Attention to detail and ability to multitask
• Willingness to learn and adapt in a fast-paced environment
• Proficiency in Google Products
• Experience with CRM software (Intercom, HubSpot, Salesforce, or similar) is a plus
• Comfortable with using email, phone, and video conferencing tools for customer communication
• Goal-oriented and self-motivated
• Team player with a positive attitude
• Willingness to take initiative and learn from feedback
• Ability to handle rejection and maintain persistence

What success looks like for this role

• Passionate about building a company and pride in what you create and the results you deliver
• Ability to work independently and without day-to-day guidance
• Raw hunger to create lasting value for clients and company
• Meritocratic approach to managing self and teams
• High degree of personal discipline, responsibility and discipline
• Clear and timely communicator and the ability to formulate an argument based on data
• Strong analytical skills in looking at campaign performance 
• Creative, problem-solving, and results-driven mindset
• Likely you will be an adaptable, iterative thinker who is constantly learning
• Curious, innovative, and confident in your abilities to drive change

Compensation & Benefits

• Competitive salary and discretionary bonuses
• Comprehensive health, dental, and vision insurance
• Elective benefits for Life, Critical Illness & Hospital Indemnity Plans
• Company paid Short-term Disability Insurance 
• Internet Reimbursement (for remote roles)
• Generous PTO and paid holidays
• Professional development opportunities
• Fitness Reimbursement

Work Model

Fully- Remote

Estate Guru is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act