Client Success Manager (Remote)

What We Do

We’re a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out our content. Generally, these businesses don’t have marketing departments but are growth-minded enough to know they need to market themselves. 

We help them do just that. We work together to create beautiful website designs, automated marketing tools, and award-winning educational content for them. The end goal is to help them build better relationships with their clients with less hands-on effort.

About Our Culture

FMG started over a decade ago and now has 300+ (and growing!) employees spread out across the globe. We embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balance. We value collaboration and open, thoughtful communication. We believe work should be both engaging and challenging, mixed with a good sense of humor. 

Our goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of work. We’re building a winning team of A+ players and we hope you’ll be next to join us. 

Our Commitment to Diversity, Equity, and Inclusion

At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work. 

Our Employee Benefits

FMG strives to be a top-tier employer. We continually evaluate our benefits and total compensation packages to ensure we offer our employees the most competitive package we can provide. 

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
• Robust Insurance Plan including:
  • Medical with $0 co-pay Telehealth plan 
  • Dental
  • Vision
  • Health Savings Account (HSA) with generous employer contributions
  • Flexible Spending Accounts (FSA)
  • Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
  • Company-paid Short & Long Term Disability coverage
  • Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• Employee Events Committee that plans fun in-person and virtual events
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Work computer equipment is provided to help you succeed :)

Before you ApplyFMG (Agency Revolution) is a fast-growing, location-independent company. This means that you are not required to report to an office each day, but rather work remotely from the location(s) of your choice.
However, ideal candidates for this role must still be within a 60 minute drive to the Lehigh Valley, PA, area since we do have team days and other in-person events on a regular basis.
Also, please be sure that you include a cover letter or note showing why you’re interested in this role and how your experience matches the hiring criteria for this open position. Compensation This position pays $45,000-$49,000 based on your experience level and expertise.About the Role

We are seeking a highly motivated Client Success Manager to join our team. This position will be responsible for managing and enhancing the client experience through proactive engagement, personalized support, and continuous process improvements.

This is a multi-faceted position that requires a dynamic individual who can act as a liaison between clients and internal teams, stay current with market trends, and leverage client feedback to identify growth opportunities and drive product innovation.

If you are a dedicated and client-focused professional with a passion for enhancing the client experience, we would love to hear from you! Apply today to join the Agency Revolution team and make a meaningful impact on our clients' success.

Primary Responsibilities & Expectations

• Coordinate and manage a multi-touch outreach program that offers a human touchpoint to each client each month through a combination of proactive outbound calls, group training, and emails.
• Serve as post-launch client-facing lead on communicating platform capabilities, product rollouts and new feature adoption.
• Act as a liaison between clients and internal teams to deliver proactive and consultative customer success that drives partnership, customer satisfaction and mutual success.
• Oversee and track the progress of onboarding and implementation of add-on solutions for clients.
• Provide white-glove service in executing timely emails, social posts, and blogs for clients utilizing our Do-It-For-Me add-on solution.
• Stay up-to-date on market demands (insurance industry, market trends, etc.) and collaborate with internal teams to identify and prioritize product improvements based on customer feedback.
• Coordinate and manage continuous process and workflow improvements.
• Leverage client feedback and requests to assist in the development of new ideas for product offers and features in order to enhance the client experience.
• Exceed client expectations by providing personalized support, valuable resources, and ongoing engagement.
• Serve as product expert by answering client questions, sharing best practices, making recommendations, and collaborating on client resources.
• Participate in ongoing team meetings to review ideas, feedback, and related activity.
• Leverage our full suite of cutting-edge tools and apps, including Google G Suite, Slack, and others.
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Skills and Qualifications

• Proven experience in a client success or customer support role, preferably within the insurance or technology industry.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
• Detail-oriented, organized, and able to juggle multiple priorities with grace.
• Strong problem-solving skills and the ability to think critically and creatively.
• A proactive and results-driven approach to client success and engagement.
• Self-motivated and able to function both independently and within a team structure.
• Comfortable brainstorming and offering creative solutions to challenges big and small.
• Quick on your feet and able to field questions and challenges as they happen.
• Excellent follow-up and follow-through skills.
• Ability to learn our process and systems with an open mind.

FMG is proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information. If you require accommodation to complete the application or interview process, please contact [email protected].

You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/