Customer Success Manager

Job Description

Job Description

Reports to: VP of Sales

Employment Type: Full-time

Compensation: $85k Base salary plus bonus (OTE: ~$120K)

Who We Are:

Our client is a well-funded, high-growth fintech company transforming the life insurance and wealth planning space through modern technology. Backed by experienced leaders across finance, software, and insurance, the company helps financial advisors and policyholders unlock greater value from whole life insurance policies through a more transparent and efficient platform.

This is a Series B company at an exciting stage of growth, with strong leadership, market momentum, and a significant opportunity to scale.

The Role:

Our client is hiring a Customer Success Manager to own the advisor experience across its Insurance Line of Credit product, from onboarding and training through ongoing relationship management, retention, and account expansion.

This is a highly visible, cross-functional role that sits at the intersection of customer success, sales support, and product education. The Customer Success Manager will serve as the primary point of contact for active financial advisors and their teams, helping drive product adoption, strengthen relationships, identify growth opportunities, and keep deals moving through the pipeline.

The ideal candidate is a strong relationship manager and problem solver who can build credibility with financial advisors while also digging into the details to identify risks, resolve issues, and make sure opportunities do not stall.

This role will manage a book of approximately 100 to 200 advisors and is fully onsite in Denver.

Key Responsibilities:

Advisor Relationship Management & Account Growth:

• Serve as the primary day-to-day contact for active financial advisors and their teams
• Build strong, long-term relationships that drive advisor satisfaction, retention, and continued product adoption
• Maintain an ongoing communication cadence with highly active advisors to sustain engagement and volume
• Identify opportunities to deepen existing relationships and increase product usage within accounts
• Reengage advisors who have additional business potential but have become less active
• Monitor account health and proactively address potential risks before they result in attrition

Pipeline Management & Deal Support:

• Monitor the application pipeline and identify deals that have stalled or require additional support
• Work closely with Sales and internal teams to identify and resolve roadblocks
• Serve as an escalation point for advisors when issues arise during the application process
• Help move opportunities through the pipeline and improve application-to-close timelines
• Coordinate advisor-side onboarding and deal processing activities

Training & Education:

• Lead onboarding and product training for newly onboarded financial advisors and representatives
• Provide ongoing education and retraining as products, processes, and systems evolve
• Identify recurring knowledge gaps and develop training to address them
• Create and maintain training materials that reflect current product and process standards
• Translate complex product information into clear, actionable guidance for advisors and their teams

Customer Success Strategy & Execution:

• Manage a portfolio of approximately 100 to 200 advisor relationships
• Use CRM and pipeline data to identify account trends, risks, and growth opportunities
• Maintain accurate client and account information within HubSpot
• Partner cross-functionally with Sales and other internal teams to improve the overall advisor experience
• Take ownership of issues and proactively work across the organization to resolve them

What We’re Looking For:

• 3+ years of experience in Customer Success, Account Management, or another client-facing role
• Experience within fintech, lending, financial services, or SaaS strongly preferred
• Proven ability to manage a portfolio of accounts while balancing proactive relationship management with day-to-day problem-solving
• Strong relationship-building skills with the ability to establish credibility with financial advisors and their teams
• Comfortable using CRM and pipeline data to identify trends, risks, and opportunities
• Experience with HubSpot is strongly preferred
• Strong training, presentation, and facilitation skills
• Ability to explain complex products and processes in a clear and approachable way
• Highly organized with strong follow-through and attention to detail
• Proactive and ownership-driven with the ability to identify and resolve issues without waiting for direction
• Experience with lines of credit, lending products, life insurance, or advisor-facing financial products is a strong plus
• Comfortable working fully onsite in Denver

What Success Looks Like:

• Increased product adoption and iLOC volume across existing advisor relationships
• Strong retention and low attrition within the assigned book of business
• Improved pipeline velocity with fewer stalled applications
• Advisors are successfully onboarded, trained, and confident using the platform
• At-risk accounts are identified and addressed proactively
• Strong advisor satisfaction and long-term relationships
• Continued expansion of business within existing advisor accounts