Enterprise 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, 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

As an Enterprise Customer Success Manager (CSM) at AdvicePay, you'll work closely with a portfolio of our key enterprise customers, helping them get the most out of our platform. Think of yourself as part consultant, part implementation guide, part project manager, part trainer - and 100% committed to making sure our customers succeed, utilizing your extensive knowledge of our product. You’ll be a trusted partner and an extension of their team, offering guidance, sharing best practices, and proactively helping them build and scale their Fee-for-Service programs using AdvicePay.

This role is ideal for someone who thrives on building relationships, loves diving into process and product, and enjoys seeing the direct impact of their work on a customer's success.

What You’ll Be Doing

• Serve as the AdvicePay platform expert, making confident recommendations on how to best use products, features, and integrations to address business needs.

• Lead new customer implementations and other technical projects, wearing multiple hats as project manager, onboarding consultant, and trainer. 

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

• Partner with AdvicePay technical resources to ensure proper solutions mapping and integrations based on each customer’s specific use case.

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

• Develop and share content to promote product and practice management best practices in the form of webinars, blog posts, and newsletters.

• Develop training materials based on customers’ unique setup.

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

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

• Execute our Customer Success Playbooks and best practices around onboarding, customer product feedback, feature adoption, and ongoing Enterprise support.

• Attend conferences and talk to advisors to promote AdvicePay.

  • Anticipating 4 - 8 per year

• Attend customer site visits and 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.

• Work closely with Relationship Manager on items including, but not limited to: customer concerns, customer feature request prioritization, renewals, business review prep, expansion opportunities, and custom projects. 

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

• Build and execute customer success plans, ensuring that each customer interaction is intentional and that we are working toward making progress on closing out customer issues and accomplishing mutual action plans. 

• Other duties as assigned

The Deets

• Start Date: Immediately

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

• Location: Bozeman, MT or Remote

• Department: Customer Success

• Reports to: Head of Customer Success

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!)

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

• 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. (required)

• 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 AdvicePay 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.

• Trust us - there's a lot going on around here, and your ability to self-manage both long and short-term deadlines allows you to swim instead of sink.

• 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!)

  • At AdvicePay, we believe that customer success is about more than just resolving issues, it’s about being a strategic partner who helps our customers meet their goals, evolve their workflows, and build something sustainable.

    In 2–3 paragraphs, tell us what customer success means to you. Share an example from your experience supporting B2B or SaaS customers (ideally at the enterprise level) where you helped guide a customer to a successful outcome. What actions did you take, how did you know it was working, and what did you learn from the experience?

• 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.