Customer Success Manager

About the Role
We’re hiring a Customer Success PLUS Manager to help clients and advisors move confidently through the estate planning process. This person becomes the operational backbone of the experience—guiding clients through the platform, coordinating communication between advisors and attorneys, and ensuring estate plans move from start to completion.
This role doesn’t provide legal advice. Instead, you’ll help make sure the process runs smoothly, questions get answered, and clients reach the finish line with confidence.

We’re looking for someone who is organized, thoughtful, and comfortable working at the intersection of technology and estate planning. Someone who can communicate clearly, manage details, and keep complex processes moving forward while building strong relationships..

If you enjoy helping people navigate important decisions—and want to play a role in expanding access to quality estate planning—this role may be a great fit.

Key Responsibilities
1. Guide clients through the estate planning process
Serve as the client’s primary point of contact during the planning process. Responsibilities include:
Explaining how the Estate Guru platform works
Guiding clients through questionnaires and plan inputs
Helping clients understand what information is needed and why
Answering process-related questions about estate planning documents
Ensuring clients complete required steps in the platform
2.

Coordinate between advisors, clients, and attorneys
PLUS often sits in the middle of several internal and external teams. Responsibilities include:
Acting as a communication bridge between the advisor, client, and attorney network
Ensuring each party has the information they need to move forward
Escalating legal questions to the appropriate attorney
Keeping advisors informed about client progress
3. Monitor plan progress and completion
Many estate plans stall because no one is responsible for progress.

Responsibilities include:
Tracking where each client is in the planning process
Following up with clients to keep plans moving forward
Identifying missing information or incomplete steps
Ensuring documents are finalized and properly delivered
4. Maintain a high-quality client experience
PLUS is part service, part technology. Responsibilities include:
Providing responsive, professional communication with clients
Ensuring clients understand next steps at each stage
Helping clients navigate the platform when questions arise
Escalating complex situations to the appropriate internal teams
5.

Support advisors using estate planning in their practice
Advisors want estate planning to enhance client relationships, and oftentimes they don’t want or have time for the administrative side of estate planning. Responsibilities include:
Helping advisors understand how the PLUS process works
Providing updates on client progress
Ensuring advisors know when client engagement or follow-up is needed
Supporting advisors as they integrate estate planning into their client experience
Reinforce the advisor’s role as the client’s trusted financial professional
Ensure estate planning strengthens the advisor-client relationship
6. Identify opportunities to improve the planning process
Because this role sits closest to the client experience, it becomes a key feedback loop for marketing, product, and sales.

Responsibilities include:
Identifying friction points in the planning process
Sharing insights with the product team
Highlighting common client questions or confusion
Suggesting improvements to workflows or communication
7. Maintain compliance and role boundaries
Estate planning requires clear professional boundaries. Responsibilities include:
Ensuring communications remain within Estate Guru’s service scope
Avoiding legal advice or document interpretation
Escalating legal questions to licensed attorneys
Following established protocols for compliance and documentation
Qualifications
2-3 years experience in customer service, account management, and/or sales
Strong communication and interpersonal skills
Basic understanding of sales principles and customer relationship management
Ability to build and maintain client relationships
Organizational and time management skills
Problem-solving and negotiation abilities
Attention to detail and ability to multitask
Willingness to learn and adapt in a fast-paced environment
Experience with CRM software (Intercom, HubSpot, Salesforce, or similar) is a plus
Comfortable with using email, phone, and video conferencing tools for customer communication
Goal-oriented, self-motivated, and a positive team player
Willingness to take initiative and learn from feedback
Ability to handle rejection and maintain persistence
Bonus: if you have experience and knowledge of estate planning or have worked at an estate planning law firm
Benefits & Compensation:
Additional earning potential through a commission program
Comprehensive health, dental, and vision insurance
Company paid Short-term Disability Insurance 
Internet Reimbursement (for remote roles)
Generous PTO and paid holidays
Professional development opportunities
Fitness Reimbursements

Estate Guru is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act