Customer Success Manager

Company: Advanced Agent Marketing
Role: Customer Success Manager
Role Type: Remote / Full-Time
Location: United States (must be US based)
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: $5,000/month, based on experience + 1% of cash collected + $30/testimonial
Reports to: Hiring timeline: 15+ days — we move deliberately, because we only want to do this once
HOW TO APPLY
We want to see how you think, fill in the application below! We look forward to hearing from you.

Work arrangement
Yes