Customer Success Manager

About Us

Well-known financial advisors Michael Kitces and Alan Moore witnessed firsthand the growing demand for fee-for-service financial planning. This inspired them to create a solution that could streamline billing processes for advisors while ensuring regulatory compliance. Since its public launch in 2018, Advice Pay has become a cornerstone of the financial planning landscape, serving thousands of advisors and firms nationwide and earning recognition for its innovative approach.

Today, Advice Pay continues to grow and adapt with new features and partnerships, enhancing the platform's capabilities. Driven by our belief in the fee-for-service model, our mission remains clear: to empower advisors and firms in offering fee-for-service financial planning. Our aim is to make getting paid for advice easy and scalable for everyone involved - from advisors to the home office, and clients.

As the industry evolves, we're dedicated to staying ahead of the curve, ensuring that Advice Pay remains the trusted solution for financial professionals nationwide.

We are headquartered in Bozeman, Montana and we are incredibly proud to be listed on the Inc. 5000 list of America's Fastest-Growing Private Companies for 3 years in a row,as well as being recognized as a 2022 Wealth Tech 100 company, which places us among the top 100 innovative Fin Tech providers in the world addressing opportunities faced by the wealth and asset management industries.

You'll love working here if you value - and want to contribute to - a positive, inclusive, innovative, and "Get Sh
* t Done" culture where teammates help one another succeed and are committed to doing the right thing. If you're up for the challenge of disrupting an industry, join us.

About the Position

The Customer Success Manager II - AdvisorBOB (CSM II) serves as a knowledgeable resource and trusted partner to a portfolio of AdvisorBOB 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 AdvisorBOB while contributing insights that enhance internal processes and product development.

What You'll Be Doing

Product and Platform Expertise

• Serve as a knowledgeable resource and product expert on AdvisorBOB 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.

Customer Onboarding and Implementation

• 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 AdvisorBOB, escalating nuanced or complex scenarios as needed.

Customer Relationship Management and Engagement

• 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.

Customer Enablement and Education

• 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.

Internal Collaboration and Continuous Improvement

• 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

Measurables for this Position

• Implementation Time to…