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Head of Customer Success

On-site
  • Bozeman, Montana, United States
$134,170 - $162,678 per yearCustomer Success

Job description

About Us

AdvicePay is a billing and payment workflow platform that enables financial services firms and their advisors to shift their focus toward giving advice to people still building wealth, instead of only those who already have it. Historically, financial planning advice was only available to the affluent, who could afford to pay a financial advisor’s fees directly from their portfolios. We set out to change that, as we believe personal financial planning advice should be available to all. In doing so, we’ve become the very first and only technology solution created specifically for fee-for-service financial planning.

We are headquartered in Bozeman, Montana and we are incredibly proud to be listed on the 2022 Inc. 5000 list of America's Fastest-Growing Private Companies (and #1 in Montana!) 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. Additionally, our sister company, XY Planning Network, was nationally recognized as one of The 346 Best Places to Work in 2019 by Inc. magazine and by the 2019 InvestmentNews Excellence in Diversity & Inclusion Awards. And since we work in the same office and have the same awesome core values, we like to say “we basically won too!”


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 Platform

AdvicePay is the industry-leading billing and payment workflow solution created specifically for fee-for-service financial planning. Financial services firms and their advisors benefit from efficient workflows designed exclusively to support their fee-for-service financial planning revenue, including up-to-date compliance and data security management, all in one unified platform.

All of the core functions available within the AdvicePay platform — invoicing, document eSignatures, approvals, and deliverables — can be bundled together in fully customizable and automated sequences that make providing and overseeing fee-for-service financial planning both fast and compliant.

The innovation that AdvicePay has created - facilitating the feasibility, at scale, of a new fee-for-service financial advisor business model is accelerating the entire industry’s ongoing transition from commissions to fees, and from Baby Boomers to serving Gen X and Gen Y clients, from individual RIAs to the country’s largest broker-dealers and their hybrid RIA platforms.”


About the Position

*Please note that this role is based in Bozeman, MT. It is NOT a remote role and we can only consider candidates located in the Bozeman area or willing to relocate. You can find more information about Bozeman and what it's like to live here at the Bozeman Chamber of Commerce site: https://bozemanchamber.com/why-bozeman/relocating-to-bozeman*


AdvicePay's Head of Customer Success is responsible for ensuring that the overall post-sale customer journey establishes AdvicePay as a trusted strategic partner in our customers’ growth.

In this role, you will grow and develop our customer-facing teams by providing expert-level Customer Success strategy, knowledge, and coaching. Working with our CEO, President, and leadership across the company to help our users adopt and rave about AdvicePay, you will own and execute on the vision, strategy, and day-to-day tactics that we employ to take our scaling Customer Success organization to the next level.

Our Customer Success department is fundamental to the overall achievement of our company because we are nothing without our customers. Currently composed of two teams -- Customer Support and Customer Success -- Team Members in this department have a wide range of unique accountabilities. We’re excited about you because you’re intimately familiar with the traditional duties of technical support, onboarding, large account management, and solutions consulting - knowing how to effectively integrate and work between the two so that together they are a powerhouse for customer satisfaction, retention, adoption, and growth.

Among the things you’ll do best? Empowering our users to succeed -- and expand -- on our platform by coaching Team Members on how to effectively communicate our value proposition and successfully guide customers in adopting our best practices.

We don’t believe happy, successful customers are born out of thin air or by luck! It comes from hard -- and smart -- work, empathy, and having the Right People in the Right Seats. You’ll find you’re a perfect fit for this role if you like “thinking big” and have successfully led customer success programs, including: hiring and developing relationship management and technical support professionals, building and refining customer success strategies and best practices, driving customer delight, engagement, and expansion through the execution of strategic objectives, and setting smart metrics while holding the team accountable for both effort and results.

What You’ll Be Doing

  • Bring the voice of the customer to every discussion, advocating for their needs and creating value and great experiences.

  • Strategize to cultivate referenceable customers, positioning AdvicePay as a “mission-critical” strategic partner.

  • Develop and execute measurable strategies to affect time-to-value, customer LTV, feature adoption, revenue retention and growth, and opportunity space capture.

  • Map out customer journeys across multiple personas, creating AdvicePay playbooks for each stage to deliver value and ensure delightful experiences.

  • Optimize our enterprise customer onboarding experience to ensure that “ease of implementation” is synonymous with the AdvicePay brand.

  • Level up our large account management processes by optimizing our enterprise success plan and account plan management and reporting.

  • Work with our Relationship Manager on long-term contract renewal strategies, supporting complex negotiations.

  • Identify opportunities to leverage our existing tech stack to improve Team Member and customer experiences, integrating new technology as needed.

  • Lead and mentor our Customer Support Manager to ensure that our customer support strategy is best-in-class, providing the right help at the right time, leveraging a mix of automation, self-service resources, and human intervention.

  • Create customer communities that leverage customer thought leaders’ insights to add more value to our larger customer base, fuel our product roadmap, improve our success/support model, and further sales and marketing efforts.

  • Guide the team in creating Customer Success content for CSMs to use in proactive outreach.

  • Collaborate across departments to ensure customers are using AdvicePay to its fullest potential.

  • Represent AdvicePay at industry and customer events to strengthen our relationships and showcase our offerings

  • Cultivate a team culture of hospitality, empathy, and genuine desire to help our customers succeed while balancing the needs of AdvicePay.

  • Identify key metrics to communicate the value of AdvicePay and the performance of the Fee-For-Service program for customers.

  • Develop one-to-many communication and strategies to drive end-user engagement, maximize product adoption, and deliver proactive renewal reminders.

  • Define metrics at individual and department levels to drive the right customer and business outcomes.

  • Work closely with Product and Finance to identify necessary data and reporting to effectively run the Customer Success department and manage customer relationships.

  • Lead, mentor, and develop a diverse group of customer-facing Team Members (both individual contributors and managers).

  • Embrace the use of EOS (Entrepreneurial Operating System), using L10 meeting formats (don’t worry we’ll train you on this!)

Key Measurables for Success

  • Customer Satisfaction

  • Enterprise Advisor User Growth

  • Feature Adoption

  • Transaction Volume

  • NPS

The Deets

  • Status: Full-time, exempt

  • Location: Bozeman, MT

  • Reports to: President

  • Direct Reports: Relationship Manager, Customer Success Managers, Customer Success Enablement Manager, Customer Support Manager

Compensation & Benefits

  • Salary: $134,170/year - $162,678/year commensurate with skills and experience

  • Flexible paid time off days to maintain work-life harmony (we require you take a minimum of 3 weeks of vacation 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, adoption or fostering 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

  • $1800/year toward 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

  • Pet insurance

  • Company-owned MacBook Pro provided

  • Relocation assistance available for candidates moving to the Bozeman area

Please see our Dream Team Handbook for more info about the benefits and perks we offer!

Job requirements

What You’ll Bring to The Table (If you think, "I only meet 80% of these requirements", still apply!)

  • Experience managing enterprise-size SaaS customers in an account management or Customer Success role dealing with renewals, up-sells, cross-sells.

  • Experience capacity planning and staffing for both Customer Success and Customer Support teams.

  • Proven track record in building/optimizing an enterprise-level onboarding/implementation process.

  • Comfort (and enjoyment) with balancing the role of a player-coach.

  • Prior experience in a leadership-level role.

  • Uncanny ability to identify and solve issues at both the company and department level.

  • Experience managing both individual contributors and managers.

  • Ability to align a team around priorities and ensure the right work is being done at all times.

  • A win-together, lose-together attitude. You’re easy to work with. AdvicePay leaders, Team Members, and customers alike find you to be incredibly helpful and enjoyable to work with.

  • You’re able to navigate the complexities of balancing individual customer needs with that of the greater customer base and those of the business.

  • A proven Customer Success playbook for growing and scaling teams.

  • Desire and ability to make AdvicePay a great place to work!

  • High sense of personal responsibility and integrity

  • An understanding of and strong alignment with our core values

  • Legally authorized to live and work in the United States (AdvicePay participates in E-Verify to confirm the identity and employment eligibility of all new hires.)

What Will Make Us Drool

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

  • Experience with Financial Planning or Financial Services

  • Experience building out both high-touch and low/tech-touch customer success strategies

  • Experience in Fintech or payments

  • Demonstrable success in an enterprise account management role or head of account management role.

  • Experience with a variety of customer success/experience platforms including: Ticketing systems, onboarding platforms, Customer Success Platforms, in-app messaging, etc.

  • Experience on a team that used EOS


Application

  • Cover Letter (please ensure this includes a summary of your experience leading Customer Success strategy. Applications without this will not be considered.)

  • Resume (to be uploaded)

Applications will be reviewed as they are received

Process

  • Initial screen via audio and/or video (your choice!) answering a few short questions about AdvicePay and the position

  • First-round interview

  • Work sample 

  • Final round interviews, including:
    • Meet some of the Team, including other members of AdvicePay's Leadership Team

    • Company’s Core Values interview

    • Final interview with an Executive Team Member

  • Our typical hiring process takes 6-8 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.

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