Note: The job is a remote job and is open to candidates in USA. Advanced Agent Marketing is a lead generation and wealth management company serving retirees and financial advisors. The Customer Success Manager owns a pod of 100+ clients, manages client relationships and communications, and is accountable for response time, NPS, refunds, and churn. The role also involves handling standard requests, escalating issues appropriately, and taking on onboarding calls as the company scales.
Responsibilities
- Sole ownership of your assigned pod — 100+ clients. No diffusion of responsibility, no "someone else picked that up."
- Your four KPI gateways at the pod level: response time, NPS, refunds, churn. Same gateways the department is measured on — you're accountable for your pod's numbers. (You're not the one compiling the department-wide report; you're the one making your slice of it look good.)
- First touch on standard requests: no-show reschedules, credit-back flagging, day-to-day client comms. You handle these — quickly and without being asked twice
- Escalate what's actually stuck. Not everything. Judgment is a core part of this role. If you forward every hard conversation upward, this won't work
- Onboarding calls. Currently handled cross-pod during our transition period per SOP; expect to take on onboarding for your own pod as we scale
Skills
- United States (must be US based)
- Account management — you've carried a book of clients, not just a queue
- Customer success — retention, NPS, churn are words you've been measured on, not words you've read about
- Sales background — you can hold a persuasive conversation, save a relationship, and hear "I want a refund" without panicking
Benefits
- Remote / Full-Time
- 1% of cash collected
- $30/testimonial
Company Overview