Team Lead - Success at Scale (Remote)

FMG•Sandy, UT

6d•$75,000 - $75,000•Remote

About The Position

FMG is seeking a people-first leader to guide its Client Success at Scale team and own the client experience for FMG and Agency Revolution agent and advisor customers. This is a player-coach position: the Team Lead sets the standard for client engagement at scale, develops Client Success Managers, and partners with Product, Sales, and Support to use client feedback to improve products. The team provides proactive, consultative engagement to a large and growing client base. The role requires a private, secure workspace free from distractions, availability during the assigned work schedule, and an internet connection with speeds of at least 5 Mbps down and 3 Mbps up. Compensation is $75,000 per year.

Requirements

Proven experience leading a client success, account management, or support team.
Track record of managing retention and satisfaction across a large, high-volume book of clients.
Strong coaching skills and a history of developing talent and building accountable teams.
Excellent communication and relationship-building skills with clients, teammates, and executives.
Data-driven and analytical, with comfort using client health and retention metrics to make decisions.
Organized, proactive problem solver who follows through and adapts quickly.
Openness to new tools, including CRM, client success platforms, and AI-enabled workflows.
Access to a private and secure workspace free from distractions.
Availability during the assigned work schedule for regular duties and responsibilities.
Internet connection with speeds of at least 5 Mbps down and 3 Mbps up.

Nice To Haves

Experience in insurance, financial services, or technology.

Responsibilities

Lead, coach, and develop a team of Client Success Managers; set goals, hold the team accountable to client satisfaction, retention, and engagement targets, and manage capacity and coverage.
Hire, onboard, and train new team members while building a culture of ownership and client advocacy.
Own a multi-touch outreach program that gives every FMG and Agency Revolution client a monthly human touchpoint through calls, group training, and email, supported by clear playbooks and cadences.
Monitor client health, adoption, and retention; identify at-risk accounts early and serve as the escalation point for complex client situations.
Partner with Sales, Product, Marketing, and Support to lead post-launch communication of new features and turn client feedback and market trends into product improvements.
Drive continuous improvement of team processes and tooling, including AI and automation.
Report on team performance and client outcomes to leadership.

Benefits

Generous paid holiday schedule, including a full week off for the Winter Holiday Shutdown.
Paid time off covering vacation, sick days, parental leave, and bereavement leave.
Medical insurance, including a $0 co-pay Telehealth plan.
Dental insurance.
Vision insurance.
Health Savings Account (HSA) with employer contributions.
Flexible Spending Accounts (FSA).
Company-paid life insurance and Accidental Death & Dismemberment (AD&D) coverage.
Company-paid short- and long-term disability coverage.
Company-paid Employee Assistance Program (EAP).
401(k) matching with immediate full vesting.
On Demand Pay, allowing access to a portion of earned wages before payday with same-day deposit.
Internet and gym reimbursement.
Work computer equipment provided.
Employee events and FMG swag.