Customer Success Manager – Remote

Company Overview

InvestorCOM is a leading provider of compliance technology for the wealth management industry, helping firms drive compliant growth through retirement and rollover solutions. Our platform enables financial institutions to navigate complex regulatory requirements while improving client outcomes, operational efficiency, and advisor productivity.

As a remote-first organization, we are building a modern, high-performing team focused on delivering secure, scalable solutions that support the evolving needs of wealth and retirement markets.

Job Overview

InvestorCOM is seeking a Customer Success Manager to own a portfolio of client relationships and help our clients get full value from our compliance platform.  You’ll drive onboarding, adoption and engagement, support renewals, grow your accounts through upsell and cross-sell, and be the go-to contact when clients need help.  

You’ll help shape how we use AI in Customer Success. We’re looking for someone who applies emerging tools thoughtfully to improve client service, reduce repetitive work, and create more time for proactive relationship management.

The role also requires a solid technical foundation. You’ll troubleshoot issues, speak confidently with client IT and operations teams, and translate technical details into plain language.

What you’ll do

• Own day-to-day relationships across a portfolio of clients, keeping their best interests at the center of how they use our platforms and services
• Build and carry out a Customer Success Plan with each client, covering both strategic and tactical steps toward their business and compliance goals
• Guide new clients through onboarding alongside our Project, Product and Professional Services teams
• Drive advisor adoption across your portfolio, including planning and leading client webinars
• Lead regular client success meetings, sharing usage metrics, insights and recommendations
• Support renewals and contract amendments, with guidance on larger or more complex ones
• Proactively identify and pursue upsell and cross-sell opportunities across your portfolio
• Act as the main point of contact and escalation owner, resolving issues with internal teams in a timely way
• Provide first-level technical troubleshooting and escalate higher-risk or sensitive situations to the right resource
• Manage incidents and service requests, including client communication on incidents and system updates
• Use approved AI tools to support meeting preparation, draft follow-ups, synthesize client feedback, and develop onboarding and training materials, reviewing outputs for accuracy and relevance.
• Identify recurring tasks and client friction points, and work with teammates to test AI-assisted workflows that improve responsiveness, consistency, or client engagement.
• Deliver governance reporting on SLAs and KPIs
• Share client feedback with Product and advocate for improvements to the client experience
• Keep HubSpot and SharePoint records current for your accounts

What we’re looking for

• 3+ years in customer success, account management or a client-facing technical role, ideally in B2B SaaS
• Background in software development, quality assurance, or equivalent hands-on technical experience
• Post-secondary education in business, information technology or a related field, or equivalent experience
• Solid understanding of how cloud-based SaaS platforms work, including user roles, permissions, configuration and release cycles
• Hands-on experience troubleshooting web applications and writing clear, detailed escalation tickets
• Working knowledge of APIs and integrations, including reading a basic JSON payload or error message
• Familiarity with data exchange methods such as file feeds (CSV, SFTP), and with SSO and user provisioning concepts
• Strong Excel skills for reporting and analysis, and experience with CRM and ticketing tools, ideally HubSpot
• Strong relationship-building, conflict resolution and negotiation skills, with confidence leading upsell and expansion conversations
• Clear, confident communication, including presenting to senior level audiences
• A data-driven, organized approach and the ability to stay calm under pressure
• Practical experience using AI tools to get work done, with examples of how you’ve improved a task or workflow.
• Sound judgment, and knowing when to escalate

Nice to have

• Experience creating reusable AI workflows or lightweight automations for customer success, support, reporting, or knowledge management.
• Experience in financial services, wealth management or another regulated industry
• Basic SQL or experience querying data for reporting
• Experience supporting user acceptance testing (UAT) or new feature rollouts
• Technical certification or coursework, such as ITIL

Why Join InvestorCOM?

• Build lasting relationships with clients who rely on us to stay compliant
• Work on products where security, compliance, and trust truly matter
• Grow your career on a Customer Success team with a clear path to greater responsibility
• Join a remote-first, collaborative environment that values ownership and continuous improvement
• This role also has a variable compensation element

Think you have what it takes, but not sure you check every box? Please apply to the role anyway. We’d love to talk and determine together whether you could be a great fit! At InvestorCOM, the differences that make each of us who we are, the perspectives that help define how we think and work, and our individually unique experiences help us drive innovation, both in and outside of the company. We build teams where everyone feels empowered to bring their whole and authentic selves to work. We strongly encourage all qualified candidates to apply, regardless of race, religion, gender, sexual orientation, age, origin, or disability.