Note: The job is a remote job and is open to candidates in USA. Carson Group is a company dedicated to providing trusted financial advice and services to financial advisors and investors. They are seeking a Customer Success Manager to drive adoption and engagement of their marketing technology platforms, build relationships with advisors, and deliver training and support to enhance user experience.
Responsibilities
- Serve as the primary marketing technology contact for advisors and build trusted relationships that drive platform confidence, adoption, and loyalty
- Conduct regular check-ins, onboarding sessions, and business reviews with advisor partners to assess usage, surface challenges, and identify opportunities for increased value
- Advocate for advisor needs internally by translating feedback into platform improvements, enablement adjustments, support needs, and roadmap input
- Maintain a strong understanding of advisor goals, challenges, and marketing technology needs to support meaningful engagement
- Own the end-to-end adoption journey for advisor-facing marketing technology platforms, including Snappy Kraken, marketing automation tools, and analytics dashboards
- Develop and deliver onboarding materials, how-to guides, video walkthroughs, live training sessions, and other enablement resources tailored to varying levels of advisor technology experience
- Partner with internal partners to build scalable enablement programs that reduce time-to-value for new platform rollouts
- Support advisors through platform onboarding, feature education, troubleshooting, and ongoing usage improvement
- Deliver clear, accessible training and guidance that helps non-technical users understand platform capabilities, best practices, and available resources
- Translate complex platform functionality into practical use cases that support advisor marketing needs
- Respond to advisor questions, coordinate issue resolution, and ensure timely follow-through on platform support needs
- Maintain clear communication with advisors and internal partners regarding platform updates, enhancements, known issues, and training opportunities
- Track and report on platform adoption metrics, including login rates, feature utilization, campaign activity, engagement trends, and other usage indicators across the advisor base
- Use data from analytics tools, dashboards, and platform reporting to identify at-risk advisors, underutilized capabilities, and opportunities for targeted support
- Develop insights and recommendations that improve platform adoption, advisor engagement, and campaign execution effectiveness
- Share adoption trends and user feedback with internal partners to support prioritization and continuous improvement
- Collaborate with marketing, technology, partner success, data, compliance, and other internal partners to align platform enablement efforts with business priorities
- Partner cross-functionally to share advisor insights, address adoption barriers, and improve the advisor experience
- Support platform rollouts, process improvements, training enhancements, and feedback loops that strengthen marketing technology operations
- Identify opportunities to improve enablement content, support processes, reporting practices, and overall platform success
- Manage a portfolio of advisor relationships, prioritize competing needs, and ensure consistent follow-through on adoption, training, and support activities
- Maintain organized records of advisor interactions, platform needs, adoption risks, and next steps
- Support multiple initiatives, rollouts, and stakeholder needs in a fast-moving environment
- Apply strong project management practices to coordinate deliverables, manage timelines, and support advisor-facing marketing technology initiatives
- Perform additional tasks, duties, and responsibilities as needed or assigned by leadership to support departmental and organizational objectives
Skills
- Bachelor's degree in marketing, business, communications, digital marketing, information systems, or related field required
- Minimum of three years of experience in customer success, account management, client success, marketing technology, SaaS, digital marketing, or related client-facing experience required
- Experience with marketing automation platforms, CRM tools, and digital analytics dashboards required
- Experience with HubSpot, Marketo, or similar marketing automation platforms required
- Experience managing a book of business, advisor relationships, client relationships, or multiple stakeholder accounts required
- Experience delivering training, onboarding, enablement content, user education, or platform support required
- Experience using usage data, platform reporting, or analytics to identify trends, risks, and opportunities required
- Ability to translate complex platform capabilities into clear, accessible guidance for non-technical users required
- Ability to build meaningful relationships at scale and communicate confidently with advisor stakeholders required
- Ability to analyze platform usage data and draw actionable insights from reporting required
- Strong organization, presentation, communication, project management, problem-solving, and relationship management skills required
- Experience with Snappy Kraken or advisor-facing marketing automation platforms
- Experience supporting financial advisors, wealth management professionals, or financial services organizations
- Experience with RIA, broker-dealer, or advisor compliance considerations related to marketing content
- Experience building enablement content such as LMS modules, knowledge base articles, how-to guides, or video tutorials
Benefits
- Variable compensation potential (Bonus and/or commissions)
- Competitive benefits including 401(k) with company contribution
- PTO
- Parental Leave
- Medical
- Dental
- Vision
- Health Savings Accounts
- Flexible Spending Accounts
- Life and AD&D Insurance
- Short and Long-Term Disability
- Work/Life Benefits and Holistic Wellbeing Programs
Company Overview