Customer Success Manager - AdvisorBOB

About the role

The Customer Success Manager II – AdvisorBOB (CSM II) serves as a knowledgeable resource and trusted partner to a portfolio of AdvisorBOB customers. Equal parts consultant, project manager, product expert, and relationship manager, the CSM II guides customers through onboarding and early adoption, ensuring their compensation operations align with platform best practices.

Responsibilities

• Serve as a knowledgeable resource and product expert on AdvisorBOB features, tailoring recommendations to customer use cases.
• Capture customer needs and provide actionable feedback to Product to inform enhancements.
• Apply working knowledge of advisor compensation practices to tailor onboarding and platform configuration to customer use cases.
• Develop and manage onboarding plans that align with customer objectives and timelines.
• Lead customer configuration consultations and guide customers through the data-gathering, validation, and reconciliation process.
• Track and report onboarding progress, proactively identifying and addressing risks.
• Contribute to refining onboarding best practices and applying improvements.
• Guide customers through common decisions about how their compensation processes are supported in AdvisorBOB, escalating nuanced or complex scenarios as needed.
• Serve as the primary point of contact for assigned customers’ leadership and admin teams; prepare agendas, lead regular check-ins and respond to questions.
• Build trust-based relationships that support customer retention.
• Manage and triage escalations for customer issues, ensuring timely resolution.
• Provide warm, friendly, intelligent customer service in all interactions.
• Participate in renewal and expansion conversations alongside leadership.
• Proactively identify and flag risks to customer satisfaction, relationship health, or retention.
• Maintain clear documentation of customer conversations, goals, and concerns to support visibility across the team.
• Analyze customer insights, engagement trends, and business context to identify potential expansion opportunities and retention risks, proactively recommending actions to support customer success and business growth.
• Create and update customer enablement resources (guides, knowledge base, videos, saved replies) based on customer needs.
• Coordinate with internal teams to ensure enablement materials remain current and consistent.
• Cross-functional efforts to deliver a cohesive customer experience (marketing, product, support).
• Analyze onboarding and customer feedback data to recommend process improvements.

Qualifications

• 2+ years of experience in Customer Success, Implementation, or Project Management in a SaaS environment.
• Strong customer service orientation with a genuine desire to help others succeed.
• Clear and professional communication skills, able to adapt to different customer needs and situations.
• Detail-oriented, with accuracy and consistency in handling customer data and processes.
• Able to identify issues or questions that require escalation and communicate them appropriately to senior team members.
• Organized and dependable; able to manage priorities under guidance and meet deadlines.
• Comfort providing clear feedback from customers to internal teams to improve processes and resources.
• Collaborative and open to feedback; works well with team members to deliver results.
• Working knowledge of advisor compensation practices or related financial services workflows, combined with a demonstrated curiosity and commitment to continuously expanding industry knowledge.
• Able to reconcile and analyze customer data sets for onboarding.
• Experience coordinating cross-functional work (support, product, marketing) to deliver customer outcomes.
• High sense of personal responsibility and integrity.
• Communication skills with the ability to convey information professionally with kindness, clarity, and accuracy whether through written or verbal means.
• An understanding of and strong alignment with our core values.
• Likely to be legally authorized to live and work in the United States.