Customer Success Manager

About the role

Advanced Agent Marketing is building a $1B lead generation and wealth management company. We capture retirees at the single most important financial moment of their lives, book guaranteed appointments for financial advisors (engine crossed $1M/month), and retain those clients for life through our own tele‑wealth firm. We own capture, monetize, and retain — the three layers that drive a massive exit. The company is already scaling and needs a Customer Success Manager to own retention.

Responsibilities

• Own a pod of 100+ clients end‑to‑end; be the client’s first point of contact and accountable for the relationship.
• Manage four KPI gateways at the pod level: response time, NPS, refunds, churn.
• Handle first touch on standard requests: no‑show reschedules, credit‑back flagging, day‑to‑day client communications.
• Escalate only what is truly stuck; use judgment to decide when to involve others.
• Conduct onboarding calls (currently cross‑pod, will transition to owning onboarding for your pod as we scale).
• Performance targets (90‑day goals):
      • Pod response time: 5 minutes or better
      • Pod churn rate: under 10%
      • Pod NPS detractors: under 10%
      • Pod refund rate: under 10%

Requirements

• Proven account management experience — you have carried a book of clients, not just a queue.
• Customer success background — retention, NPS, and churn are metrics you have been measured on.
• Sales background — able to hold persuasive conversations, save relationships, and handle “I want a refund” without panicking.
• Ability to prioritize independently; you do not need to be told what the priority is each morning.
• Comfortable engaging with upset clients; you do not go quiet when a client is upset.
• Desire to own your performance; you do not want to hide inside a team’s average results.

Pay

Compensation: $5,000 per month, based on experience + 1% of cash collected + $30 per testimonial. Hiring timeline: 15+ days; we move deliberately because we only want to do this once.

Schedule

Remote / Full‑Time; must be US‑based.