Customer Success Manager

Estate Guru•Provo, UT

9h•Remote

About The Position

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.

Requirements

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
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

Nice To Haves

Experience with CRM software (Intercom, HubSpot, Salesforce, or similar) is a plus
Bonus: if you have experience and knowledge of estate planning or have worked at an estate planning law firm

Responsibilities

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
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
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
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
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
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
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