Customer Success Manager - AdvisorBOB

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, AdvicePay has become a cornerstone of the financial planning landscape, serving thousands of advisors and firms nationwide and earning recognition for its innovative approach.

Today, AdvicePay 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 AdvicePay 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 WealthTech 100 company, which places us among the top 100 innovative FinTech 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 III - AdvisorBOB (CSM III) serves as a trusted partner to a portfolio of AdvisorBOB customers throughout the entire post-sale customer journey. Equal parts consultant, project manager, trainer, facilitator, and product expert, the CSM III is an extension of each customer's compensation team. The CSM III is focused on thoughtfully and strategically guiding customers through onboarding, leveraging a strong understanding of advisor compensation, advising them on how to best utilize the AdvisorBOB product and other AdvisorBOB resources to achieve the best possible outcomes for compensation operations.

If you’re someone who understands the complexities of advisor compensation and finds energy in helping firms improve the accuracy and efficiency of their processes, you’ll thrive in this role. You’ll be a key resource to broker-dealers and RIAs looking to modernize and streamline how they run compensation, guiding them through meaningful change, sharing your expertise, and making a real impact on the future of their operations.

What You’ll Be Doing

• Serve as the AdvisorBOB platform expert, making confident recommendations on how to best use existing features to streamline compensation practices.

• Guide customers through the onboarding and implementation process, with a strong focus on configuration consultation and gathering and reconciling compensation data to ensure accurate advisor compensation within AdvisorBOB. 

• Develop tailored onboarding plans that align with customer objectives and product use cases. 

• Track and report onboarding progress internally and externally, proactively addressing timeline risk.

• Act as a strategic coordinator, aligning internal teams to deliver value for customers through product features, integrations, educational content, and customer support. 

• Create, maintain, and continuously improve customer enablement resources, including onboarding guides, knowledge base articles, video tutorials, saved email replies, etc. based on customer feedback and evolving product functionality.

• Serve as the day-to-day contact for assigned customers’ leadership and admin teams for all questions related to AdvisorBOB; prepare agendas and lead regular check-ins, and respond to incoming questions via Zoom and email.

• Build strong, trust-based relationships with stakeholders and champion their success internally.

• Respond quickly to customer issues (requests, concerns, ideas, etc), ensuring that issues are closed out, and outstanding conversations are “closed” in a timely manner.

• Provide warm, friendly, intelligent customer service in all interactions with customers.

• Partner with marketing, product, and support teams to ensure customer-facing content is up-to-date and aligned across the organization.

• Contribute to evolving the AdvisorBOB team’s onboarding best practices and consistently apply them when guiding customers.

• Proactively analyze onboarding performance and customer feedback to identify improvements that enhance both internal efficiency and the customer experience.

• Attend customer site visits, in-person strategy and/or work sessions.

  • Anticipating 4 - 8 per year, depending on new customer contracts

• Serve as an escalation point for customer support for customer-specific issues.

• Coordinate with leadership on renewal plans, business review preparation, and expansion opportunities. 

• Translate customer needs and opportunities into product feature requests, helping the Product team understand the scope and impact of the requests.

• Other duties as assigned

The Deets

• Start Date: Immediately

• Status: Exempt, Full-time (40-45 hours/week)

• Location: Bozeman, MT or Remote

• Department: AdvisorBOB

• Reports to: Head of AdvisorBOB

Compensation & Benefits

• Salary: $82,106 - $86,212/year

• 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 $450/month for an individual, $1000/month for families

• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options

• Employer-paid life insurance

• Employer-paid long-term disability coverage

• Up to $1800/year to cover the cost of working with a financial planner, plus up to $500 toward the one-time upfront fee

• $250/quarter to spend on yourself specific to our core value of “Be Well Being You”

• $500 donated to a non-profit organization of your choice when you volunteer 40 hours/year

• $2,000/year in Professional Development funds

• A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years

• Subsidized employer-sponsored childcare through our internal daycare program for Bozeman area Team Members

• Pet insurance

• Company-owned laptop provided

Please see our Team Member Handbook to learn more about the benefits and perks we offer!

What You’ll Bring to the Table (If you think, “I only meet 80% of these qualifications”, still apply!)

• Experience-based understanding of compensation structures, advisory practices, and customer relationship dynamics within the Registered Investment Advisor or Wealth Management industry experience. (required)

• 3+ years of experience working in a high-touch customer-facing role (Customer Success, Professional Services, Sales or Project Management) in fast-paced environment.

• Familiarity with RIA compensation and reconciliation process. (strongly preferred)

• Intermediate proficiency in Microsoft Excel (required)

  • VLOOKUP & XLOOKUP

  • Pivot Tables

  • Data Validation

  • Conditional Formatting

• Comfortable working with customer data sets, reconciling large reports, and performing basic data analysis to support onboarding

• Strong critical thinking and analytical skills, with the ability to assess customer needs, troubleshoot onboarding challenges, and propose scalable solutions

• Ability to break down complex compensation workflows into clear, actionable steps.

• A true sense of hospitality, with a desire to serve people and the ability to manage the details that create “WOW” customer experiences.

• Proven ability to serve and navigate complex organizations and business processes.

• Ability to manage multiple concurrent complex projects (most importantly implementation and roll-out) while providing a seamless customer experience.

• An intense curiosity that drives you to continually learn about our customers, their business, and our business processes. You believe in starting with “Why?”

• A love of detailed work that requires both accuracy and consistency. You’re enthusiastic about a good process, with a strong desire to build resources and repeatable workflows that make your team and your customers better at their jobs.

• Excellent interpersonal skills with the ability and confidence to adapt your communication to audiences of various sizes and levels from end users to C-suite executives.

• You have a strong drive to find the ‘Yes’ for the customer while also knowing when to say ‘No’ and you’re comfortable in delivering the good news as well as the bad.

• You wear many hats well and can switch hats based on the customer’s needs in the post-sales journey.

• You have the mindset of a consultant, constantly and confidently proposing ways for AdvisorBOB to create business value through its software and services.

• Ability to identify challenges and opportunities to grow a partnership, and a strategic mindset to create a roadmap on how to get from here to there.

• Strong self-management skills with the ability to prioritize and meet both short- and long-term deadlines in a fast-moving, complex environment.

• High sense of personal responsibility + integrity (required)

• An understanding of and strong alignment with our core values (required)

• Legally authorized to live and work in the United States (required)

What Will Make You Stand Out From the Crowd

While totally not necessary, props to folks who have one or more of the following:

• Experience working in a Customer Success or Sales or Project Management role in a SaaS environment.

• Experience working in financial services whether as a paraplanner, client services manager, relationship manager, advisor, operations manager, etc.

• Experience building out a resource program for financial advisors.

• Experience implementing new workflows and technology within a financial planning firm.

• Experience with feature adoption initiatives.

• CERTIFIED FINANCIAL PLANNER™ professional designation.

Application

• Instead of a traditional cover letter, we’d like you to respond to the following prompt in just a few paragraphs (no more than one page!)

  • AdvisorBOB, a core product at AdvicePay, helps RIAs and Broker-Dealers streamline advisor compensation. Our onboarding process is both strategic and detail intensive, and critical to long-term customer success. Onboarding can take 3-7 months, and RIA compensation is often complex.

    In 2-3 paragraphs, tell us about a time when you led a customer through a complex onboarding or data transition process. We’re especially interested in situations where you had to work directly with customers to understand and clarify requirements, and reconcile or validate large data sets. Highlight how your approach and professional experience would help you excel at AdvicePay in supporting our customers through onboarding onto our AdvisorBOB product.

• Resume (to be uploaded)

Applications will be reviewed as they are received. Please note that we review every application individually, and because our team is small, we’ll be closing this posting once we’ve received a manageable number of applicants (around 50 - 75). If you’re interested in this role, we encourage you to apply sooner rather than later - we don’t want you to miss the window!

Process

1. Initial phone screen answering a few short questions about AdvicePay and the position

2. First-round interview with the hiring manager

3. Work sample

4. Final round, including:

   • Company Core Values interview

   • An informal coffee chat to get to meet some current AP team members

   • Executive team member interview

   • Final wrap interview with the hiring manager

Our typical hiring process takes 4-6 weeks from when we first post the job to when we extend a final offer

After applying, please be on the lookout for an email from us confirming receipt of your application, as well as future correspondence (emails sometimes get caught in your Junk/Spam folder or a Promotions tab)

AdvicePay believes that our Team Members, and the individual identities and experiences of our Team Members, are our key differentiators. We won't settle for mere acceptance of each other's differences because we maintain that our Team is better because of our differences, not in spite of them. As such, our culture celebrates, champions, supports, protects, and thrives on our various and collective identity categories. AP is beyond proud to be an equal opportunity employer.