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Customer Success Manager (CSM)

Remote
5 days ago
Full time role

Job Description

Job Title: Customer Success Manager (CSM)

YourStake provides tools and data to financial advisors to help people align their investments with their values. Advisors use YourStake to a) capture their clients values, b) diagnose their portfolios according to those values, c) build better aligned portfolios. Combined, our users manage more than $2T in AUM, a number that is growing every day. We are the top-rated values-based research and reporting tool according to financial advisor satisfaction. As we’ve grown, we want to continue playing to our strengths in service, and need someone to take full responsibility for financial advisors successfully using YourStake to accomplish their goals.

We’re a small team, so you’ll be a big part of the company. You’ll have lots of freedom to choose your tools and approach, and your work will have a major impact on the business from your first day. We’re a remote-first company, and we’d love to have you join the team to help us build something great.

The Customer Success Manager (“CSM”) is a key member of the team for ensuring our existing client’s needs are met, questions/issues resolved, and that we maintain our client base.  Once a client relationship has been established by the Sales Team, the CSM will take that relationship over to ensure the client’s needs are met after their initial onboarding. Some (but not limited to) of the expected tasks that the CSM will own: 

  • Managing relationships with customers
    • Establish success parameters for YourStake users
    • Following up to clients with new features they have asked for, as we roll it out, or providing details of when it may be expected to be rolled out
    • Annual check-ins, to be coordinated/conducted with the Sales team
  • Train customers to be experts in using YourStake
    • Coordinate onboardings and ongoing trainings
    • Maintain knowledge base
  • Managing incoming Support requests
    • First line of defense for client support emails and tickets
    • Will be critical to become the client-facing SME (subject matter expert) for the application 
  • Identifying and communicating customer needs
    • Creating tickets for the engineering team
  • Ensuring customer satisfaction
    • By excelling at the above

Job Requirements:  

  • Strong communication skills, both oral and written
  • Flexibility to adapt as business and client needs evolve
  • Previous experience as a financial advisor, or as a Client Service Manager for advisors
  • Comfortable working in a fast-paced work environment with lots of ambiguity
  • Able to start within a month of an offer
  • Not a jerk

Learn more about our business at https://www.yourstake.org. We offer competitive benefits and an unlimited time off policy. Salary range: $60-80k base plus variable compensation, depending on experience.