Customer Success Manager

How you’ll be impactful:
The Advisor Success team operates from a clear, data-driven strategy that spans the full advisor lifecycle - from onboarding through active talent management to off-boarding.

As an Advisor Success Manager, your core mission is to grow advisors' businesses on our platform. When advisors win, the marketplace wins. You are part relationship builder, part growth consultant - helping a diverse, multilingual community of independent professionals across multiple brands understand the marketplace, optimize their service, and build sustainable revenue.

You bring deep ecosystem understanding, knowing how the client-advisor relationship works, what drives marketplace dynamics, and where the competitive landscape is heading. You build genuine, lasting relationships remotely and turn advisor success into measurable business growth.

What you’ll be doing:

• Support any of the stages of the full advisor lifecycle - from onboarding and early activation through to ongoing engagement, retention, and offboarding
• Develop and maintain strong advisor relationships by acting as a trusted, responsive partner for day-to-day support, strategic guidance, and ongoing communication across email, Zoom, and webinars. 
• Identify trends and improvement opportunities, and execute targeted initiatives to move the needle on engagement and quality
• Manage support tickets with efficiency and a consistently high standard of resolution quality
• Support advisors through platform changes, new feature rollouts, and operational transitions while maintaining exceptional service quality, clear communication, and a positive advisor experience. 
• Proactively identify inefficiencies in advisor management processes and propose scalable solutions, including AI-powered tools and automation where relevant
• Serve as the Voice of the Advisor, channeling feedback and competitive insights into product and operational improvements
• Explore and test new engagement formats such as influencer-style advisor partnerships and community-building initiatives that drive advisor loyalty and advocacy

What you’ll need to be successful:

• 2+ years in account management, client success, or a partner/advisor-facing role
• Proven ability to manage a large, diverse portfolio of external partners or clients
• Data fluency - able to interpret performance data, identify patterns, and use insights to prioritize and drive change
• Strong communicator across written and verbal formats, able to engage effectively with a diverse advisor audience at any scale 
• Experience with support tools such as Zendesk or similar CRM/ticketing platforms
• Exposure to influencer management, creator partnerships, or community-building is a strong plus
• B2C or marketplace experience is a strong plus 
• Spanish proficiency is an advantage

The Standard: Operational Philosophy & Innovation:
Beyond day-to-day responsibilities, you are expected to operate with a "Play to Win" mindset

• Data-Driven: You leverage ticketing data, advisor KPIs, and marketplace signals to guide decisions and prioritize where your energy creates the most impact
• Business Acumen: You understand the "Why" behind the "What" - you see how advisor experience connects to retention, revenue, and marketplace quality, and you factor that into every decision
• Proactive Innovation: You are a lifelong learner who stays ahead of industry trends, challenges existing processes, and actively seeks smarter ways to support advisors - including AI-powered tools, automation, and scalable solutions that preserve the human touch our brands are known for
• Operational Excellence: You bring structure and consistency to complex, high-volume work without losing the warmth and responsiveness that builds lasting advisor relationships
• Voice of the Advisor: You don't just execute - you listen, synthesize, and advocate, turning advisor feedback and competitive intelligence into meaningful improvements

Perks & Benefits:

• Friendly, talented, collaborative and entrepreneurial team
• Premium medical, dental, and vision insurance
• Generous holiday and PTO policies (including Birthday PTO!)
• Summer Fridays
• Technology stipend
• Training and development opportunities and allowance
• Fun and inclusive digital, and (in the future) in-person events

Pay Transparency:
The US hourly range for this full-time position is $26.44-$31.25/hour ($55,000-$65,000/annually). Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Candidates must have valid work authorization. This role does not sponsor or support new or transferred H-1B, F-1, OPT, STEM OPT, or any other visas.