About the Position

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.

This role involves tailoring recommendations to customer needs, coordinating onboarding and configuration, and serving as the primary point of contact for assigned customers. By building trust-based relationships, creating enablement resources, and collaborating cross-functionally, the CSM II helps customers achieve meaningful results with AdvisorBOB while contributing insights that enhance internal processes and product development.

What You'll Be Doing

Product and Platform Expertise

• 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.

Customer Onboarding and Implementation

• 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.

Customer Relationship Management and Engagement

• 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.

Customer Enablement and Education

• 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.

Internal Collaboration and Continuous Improvement

• Coordinate cross-functional efforts to deliver a cohesive customer experience (marketing, product, support).
• Analyze onboarding and customer feedback data to recommend process improvements.
• Other duties as assigned

Measurables for this Position

• Implementation Time to Value (TTV)
• Customer retention
• Customer Satisfaction (CSAT)

The Deets

• Start Date: August 2026
• Status: Full-time, exempt
• Location: Bozeman, MT
• Department: Customer Success - AdvisorBOB
• Reports to: Head of Advisor Compensation Solutions

Compensation & Benefits

• Salary: $84,405-$88,626/year (please note that this wage is inclusive of all expected compensation. As with all roles at AdvicePay, we do not have a commission or bonus structure)
• Flexible paid time off days to maintain work-life harmony (we encourage and support that you take at least 3 weeks off 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 or adoption of a child
• Health benefits package provided of up to $550/month for an individual, $1260/month for families
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
• Employer-paid life insurance
• Employer-paid long-term disability coverage
• Up to $1800/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 partner daycare program for Bozeman area Team Members
• Pet insurance
• Company-owned laptop provided

Please see our Team Member Handbook to learn more about the benefits and perks we offer!

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

• 2+ years of experience in Customer Success, Implementation, or Project Management in a SaaS environment. (required)
• 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.
• Comfortable reconciling customer data sets and supporting customers through data validation and platform configuration
• Proficiency in Excel, including VLOOKUP/XLOOKUP and Pivot Tables.
• Ability 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 (required)
• 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 (required)

What Will Make You Stand Out From the Crowd

• Experience participating in renewal and expansion processes in a SaaS or customer success environment.
• Direct experience in the wealth management or financial planning industry.
• Experience leading customer onboarding projects or technology rollouts.
• Experience contributing to customer education resources or process documentation.

Application

• In lieu of a cover letter, please respond to the following prompt in 2-3 paragraphs:
  Share an example from your experience (referencing the company and role reflected on your resume) supporting B2B or SaaS customers, where you helped guide a customer toward their desired outcome.
  What actions did you take, how did you know it was working, and what did you learn from the experience? We're looking for a real, concrete example that reflects how you think about customer success and how that experience would translate to this role at AdvicePay.
• Resume (to be uploaded)

Note on AI use: While AI is a useful tool for refining your work, please ensure this response is primarily in your own words and reflects specifics from your own experience. We're interested in seeing your unique communication style and personality shine through.

Applications will be reviewed as they are received. Please note that we review every application individually, and because our team is small, we'll be closing this posting once we've received a manageable number of applicants (around 50 - 75). If you're interested in this role, we encourage you to apply sooner rather than later - we don't want you to miss the window!

Process

1. Initial phone screen answering a few short questions about AdvicePay and the position
2. First-round interview with the hiring manager
3. Work sample
4. Final round, including:
   
   • An informal coffee chat to get to meet some current AP team members
   • A Company Core Values interview with HR Manager
   • Final interview with Head of Finance
   • Final wrap interview with the hiring manager

Our typical hiring process takes 4-6 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)