Customer Success Manager

About the Role

We’re hiring a Customer Success PLUS Manager to help clients and advisors move confidently through the estate planning process. This person becomes the operational backbone of the experience—guiding clients through the platform, coordinating communication between advisors and attorneys, and ensuring estate plans move from start to completion.

This role doesn’t provide legal advice. Instead, you’ll help make sure the process runs smoothly, questions get answered, and clients reach the finish line with confidence.

We’re looking for someone who is organized, thoughtful, and comfortable working at the intersection of technology and estate planning. Someone who can communicate clearly, manage details, and keep complex processes moving forward while building strong relationships..

If you enjoy helping people navigate important decisions—and want to play a role in expanding access to quality estate planning—this role may be a great fit.

Key Responsibilities

1. Guide clients through the estate planning process

Serve as the client’s primary point of contact during the planning process.

Responsibilities include:

• Explaining how the Estate Guru platform works
• Guiding clients through questionnaires and plan inputs
• Helping clients understand what information is needed and why
• Answering process-related questions about estate planning documents
• Ensuring clients complete required steps in the platform

2. Coordinate between advisors, clients, and attorneys

PLUS often sits in the middle of several internal and external teams.

Responsibilities include:

• Acting as a communication bridge between the advisor, client, and attorney network
• Ensuring each party has the information they need to move forward
• Escalating legal questions to the appropriate attorney
• Keeping advisors informed about client progress

3. Monitor plan progress and completion

Many estate plans stall because no one is responsible for progress.

Responsibilities include:

• Tracking where each client is in the planning process
• Following up with clients to keep plans moving forward
• Identifying missing information or incomplete steps
• Ensuring documents are finalized and properly delivered

4. Maintain a high-quality client experience

PLUS is part service, part technology.

Responsibilities include:

• Providing responsive, professional communication with clients
• Ensuring clients understand next steps at each stage
• Helping clients navigate the platform when questions arise
• Escalating complex situations to the appropriate internal teams

5. Support advisors using estate planning in their practice

Advisors want estate planning to enhance client relationships, and oftentimes they don’t want or have time for the administrative side of estate planning.

Responsibilities include:

• Helping advisors understand how the PLUS process works
• Providing updates on client progress
• Ensuring advisors know when client engagement or follow-up is needed
• Supporting advisors as they integrate estate planning into their client experience
• Reinforce the advisor’s role as the client’s trusted financial professional
• Ensure estate planning strengthens the advisor-client relationship

6. Identify opportunities to improve the planning process

Because this role sits closest to the client experience, it becomes a key feedback loop for marketing, product, and sales.

Responsibilities include:

• Identifying friction points in the planning process
• Sharing insights with the product team
• Highlighting common client questions or confusion
• Suggesting improvements to workflows or communication

7. Maintain compliance and role boundaries

Estate planning requires clear professional boundaries.

Responsibilities include:

• Ensuring communications remain within Estate Guru’s service scope
• Avoiding legal advice or document interpretation
• Escalating legal questions to licensed attorneys
• Following established protocols for compliance and documentation

Qualifications

• 2-3 years experience in customer service, account management, and/or sales
• 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
• 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, self-motivated, and a positive team player
• Willingness to take initiative and learn from feedback
• Ability to handle rejection and maintain persistence
• Bonus: if you have experience and knowledge of estate planning or have worked at an estate planning law firm

Benefits & Compensation:

• Additional earning potential through a commission program
• Comprehensive health, dental, and vision insurance
• Company paid Short-term Disability Insurance 
• Internet Reimbursement (for remote roles)
• Generous PTO and paid holidays
• Professional development opportunities
• Fitness Reimbursements

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