Customer Success Manager

About the Position

The Customer Success Manager II – Advisor BOB (CSM II) serves as a knowledgeable resource and trusted partner to a portfolio of Advisor BOB customers. Equal parts consultant, project manager, product expert, and relationship manager, the CSM II guides customers through onboarding and early adoption, ensuring their compensation operations align with platform best practices.

This role involves tailoring recommendations to customer needs, coordinating onboarding and configuration, and serving as the primary point of contact for assigned customers. By building trust‑based relationships, creating enablement resources, and collaborating cross‑functionally, the CSM II helps customers achieve meaningful results with Advisor BOB while contributing insights that enhance internal processes and product development.

• Serve as a knowledgeable resource and product expert on Advisor BOB features, tailoring recommendations to customer use cases.
• Capture customer needs and provide actionable feedback to Product to inform enhancements.
• Apply working knowledge of advisor compensation practices to tailor onboarding and platform configuration to customer use cases.

• Develop and manage onboarding plans that align with customer objectives and timelines.
• Lead customer configuration consultations and guide customers through the data‑gathering, validation, and reconciliation process.
• Track and report onboarding progress, proactively identifying and addressing risks.
• Contribute to refining onboarding best practices and applying improvements.
• Guide customers through common decisions about how their compensation processes are supported in Advisor BOB, escalating nuanced or complex scenarios as needed.

• Serve as the primary point of contact for assigned customers’ leadership and admin teams; prepare agendas, lead regular check‑ins and respond to questions.
• Build trust‑based relationships that support customer retention.
• Manage and triage escalations for customer issues, ensuring timely resolution.
• Provide warm, friendly, intelligent customer service in all interactions.
• Participate in renewal and expansion conversations alongside leadership.
• Proactively identify and flag risks to customer satisfaction, relationship health, or retention.
• Maintain clear documentation of customer conversations, goals, and concerns to support visibility across the team.
• Analyze customer insights, engagement trends, and business context to identify potential expansion opportunities and retention risks, proactively recommending actions to support customer success and business growth.

• Create and update customer enablement resources (guides, knowledge base, videos, saved replies) based on customer needs.
• Coordinate with internal teams to ensure enablement materials remain current and consistent.

• Coordinate cross‑functional efforts to deliver a cohesive customer experience (marketing, product, support).
• Analyze onboarding and customer feedback data to recommend process improvements.
• Other duties as assigned.

• Implementation Time to Value (TTV)
• Customer retention
• Customer Satisfaction (CSAT)

• Start Date:
  
  August 2026
• Status:
  Full‑time, exempt
• Location:
  
  Bozeman, MT
• Department:
  Customer Success – Advisor BOB
• Reports to:
  
  Head of Advisor Compensation Solutions

• Salary: $84,405–$88,626/year (please note that this wage is inclusive of all expected compensation. As with all roles at Advice Pay, we do not have a commission or bonus structure)
• Flexible paid time off days to maintain work‑life harmony (we encourage and support that you take at least 3 weeks off per year!)
• 11 paid holidays when the office is closed
• 401(k) with match – you put in 6% and we put in 4.5%
• 12 weeks of paid parental leave for the birth or adoption of a child
• Health benefits package provided of up to $550/month for an individual, $1260/month for families
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
• Employer‑paid…