Customer Success Manager - Financial Services Clients

WE'RE BUILDING A $1B COMPANY — AND 100+ CLIENTS NEED ONE PERSON WHO ACTUALLY OWNS THEM A letter to the Customer Success Manager who wants more. You're good. Maybe great. But the place you're at can't keep up with you anymore, and you're tired of being one interchangeable name in a support queue, closing tickets nobody remembers you closed. We just crossed $1M/month, and we're scaling this into a $1B business. The clients who got us here don't want a ticket number. They want a person. That's the job. If that's you, keep reading. If you want to be comfortable and predictable, this isn't it. ────────── WHO WE ARE We're Advanced Agent Marketing, and we're building a $1B lead generation and wealth management company. Here's the machine: we capture retirees at the single most important financial moment of their lives, we book guaranteed appointments for financial advisors (that engine just crossed $1M/month), and we retain those clients for life through our own tele-wealth firm. Capture, monetize, retain — we own all three layers. That's rare, and it's exactly what turns a good business into a massive exit. We're not a startup hoping it works. It's already working. We're now scaling it into something legendary — and retention is the layer that decides how big this gets. ────────── THE ROLE: CUSTOMER SUCCESS MANAGER You own a pod of 100+ clients end to end. Not "assist with." Not "support." Own. You are the client's actual person — their first point of contact and the one accountable for that relationship. When they have a problem, they think of your name. When they renew, it's partly because of you. Most companies bury this role in a shared inbox. We don't. Your pod is yours, your numbers are yours, and you'll know every week exactly how you're performing. WHAT YOU OWN - 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. WHAT SUCCESS LOOKS LIKE IN 90 DAYS Four numbers. No ambiguity: - Pod response time: 5 minutes or better - Pod churn rate: under 10% - Pod NPS detractors: under 10% - Pod refund rate: under 10% Hit those and you're doing the job. We'll tell you where you stand long before day 90 — you'll never be guessing. WHAT YOU NEED TO HAVE DONE BEFORE - 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 WHO THIS IS NOT FOR - People who need to be told what the priority is every morning - People who go quiet when a client is upset - People who want to hide inside a team's average performance ────────── THE DETAILS - Compensation: $4,000/month, based on experience +1% of cash collected - Reports to: Customer Success Manager - Hiring timeline: 15+ days — we move deliberately, because we only want to do this once HOW TO APPLY Skip the resume, we want to see how you think. Apply by responding to the case study here: https://docs.google.com/document/d/1OE9eSQW3M-tjVxIv6jiAXOpwcqhxVHZMQeOpXOmlVDo/edit?tab=t.0 And be sure to detail your responses in a Loom and send it over to us.