Senior Customer Success Manager

Job description

About Us

AdvicePay is a billing and payment processing platform that enables financial 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. 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 benefits and 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

Users of AdvicePay are financial advisors who use our platform to get paid by their clients for fee-for-service financial planning. Advisors can issue agreements for client e-signature, accept ACH and credit cards, bill hourly or one-time fees, and establish recurring retainer or subscription billing while remaining fully compliant with current regulations.

About the Position

AdvicePay is looking for a Senior Customer Success Manager to serve as a trusted advisor to a portfolio of key enterprise customers throughout the entire post-sale customer journey.


Equal parts consultant, project manager, coach, facilitator, and product expert, you will be an extension of each customer's team ensuring that they continually drive business value with AdvicePay. You will establish a consultative relationship and spearhead projects with decision-makers, advocates, and influencers within the customer’s organization to create outcomes that result in renewals, expansion, and advocacy.

What You’ll Do

  • Build a consultative relationship with Enterprise customers’ leadership and administrative teams to discover their business needs and challenges and guide them (via email, video conferencing, and self-service resources) on the best ways to use AdvicePay to create business value.

  • Create individual roadmaps for each customer to achieve their business goals, facilitating business reviews to ensure both parties are aligned along the way.

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

  • Partner with executive sponsors to identify opportunities for renewal and expansion.

  • Drive user and feature adoption by sharing educational content and leading (or facilitating) webinars with Enterprise leadership teams and their advisors on topics relating to AdvicePay functionality and practice management.

  • Provide enthusiastic, thorough onboarding support for Enterprise leadership teams as they begin to use AdvicePay to make sure they’re set up for A+ success.

  • Execute and continually optimize our ever evolving Customer Success Playbooks and best practices around onboarding, renewals, feature adoption, business reviews, and ongoing Enterprise support.

  • Attend conferences and talk to advisors to promote AdvicePay with our Sales Team and attend events hosted by our signed Enterprise users to increase usage of AP.
    • Anticipating 10-15 per year, with busy seasons in the Spring and Fall (especially May and September-October).

  • Attend site visits and in-person strategy and implementation days with Enterprises.
    • Anticipating 6 per year, based on when Enterprises sign their contracts and also when they are implementing new features.

  • Track trends in customer satisfaction metrics, making sound judgements about changes needed (with both process and product) to maintain high-levels of happiness, encourage adoption, and mitigate churn.

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


Measurables for this Position

  • Customer retention

  • User adoption

  • Feature adoption


The Deets

  • Start Date: Immediately

  • Status: Full-time, salaried exempt (40-45 hours per week)

  • Location: Bozeman, MT or Remote (All full-time Remote Team Members are expected to be in Bozeman for Quarterly Retreats. AdvicePay covers flights, hotel, and meals.)

  • Department: Customer Success

  • Reports to: Kelsey Lewis, Senior Director of Customer Success

  • Direct Reports: None


Compensation & Benefits

  • Salary: $92,095 per year based on accountabilities for the position and our transparent salary structure shared with all team members during their first week

  • Unlimited vacation days to maintain work-life harmony (we require you to 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 family leave for the birth, adoption or fostering of a child

  • Health benefits package provided of up to $500/month

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

  • Employer-paid life insurance

  • Employer-paid long-term disability coverage

  • $600/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 located in Bozeman

  • Company-owned MacBook Pro provided

  • $5,000 relocation package available to those moving to Bozeman, MT

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

Requirements


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

  • Undergraduate Degree or related equivalent experience.

  • 3+ years of experience working in a Customer Success or Sales organization in a SaaS environment.

  • Experience working with large Enterprise companies (whether marketing, selling, or in a customer service role).

  • Demonstrated experience navigating complex business organizations and processes.

  • 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.

  • A love of detailed work that requires both accuracy and consistency. You’re a process and procedure geek, ensuring nothing falls through the cracks!

  • A strong desire to build resources and processes that make your team and your customers better at their jobs.

  • 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.

  • A harmonious work ethic and a high sense of personal responsibility and integrity. You show up ready to knock out great work, and you’re keen to make sure you’re contributing to your teammates’ efficiency + enjoyment at work, too!

  • An understanding of and strong alignment with our core values.

  • Authorized to live and work in the United States.

What Will Make Us Drool

  • 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.


P.S. You may have caught on that we're looking for a rockstar to join our team. If you're feeling like you don't have a platinum record (yet!), don't let the confidence gap or imposter syndrome get in your way of applying -- we would love to hear from your talented self.


Application

  • Cover Letter (text can be copied into the application form)
  • 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:
    • Meeting some of the team

    • Company’s core values interview

    • Final interview ​​with Managing Director and/or CEO 

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 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.