Customer Success Manager

Founded in 2017, Trust & Will is the leading digital estate planning platform, trusted by over one million users. We provide modern, accessible solutions to help families protect their legacies with attorney-approved, legally valid documents tailored to individual state requirements. Our seamless online platform simplifies the estate planning and settlement process, empowering individuals to create wills and trusts while also partnering with financial advisors, attorneys, and institutions to make legacy planning more inclusive and affordable.

We’re looking for a Customer Success Manager to join our growing team supporting financial advisors who offer Trust & Will’s platform to their clients. You’ll play a critical role in delivering a world-class experience for our advisor partners by acting as a trusted guide, helping them onboard successfully, drive adoption, and grow their impact.

This role sits at the intersection of client success, sales enablement, and operations. This role is ideal for someone who’s proactive, detail-oriented, and passionate about building strong relationships in a B2B2C environment.

About You:

This is a great opportunity for a detail-oriented, relationship-driven professional with a passion for helping partners succeed in using our platform. You’re a natural relationship-builder who thrives on making others successful. You bring a structured approach to onboarding and adoption, but also know when to flex and personalize. You’re energized by supporting advisors, solving problems, and collaborating cross-functionally to improve the experience. You love digging into data to find ways to drive growth and engagement.

About the Role:

• Serve as the primary point of contact for a portfolio of advisor partners, building long-term relationships and driving engagement.
• Own onboarding for new advisors and firms: ensure a smooth setup, provide platform training, and communicate best practices. This will include travel for our top advisory partners
• Proactively manage the full advisor lifecycle — activation, engagement, and retention — with a focus on making advisors successful with our tools.
• Collaborate with Partnerships, Product, and Marketing to optimize materials, resources, and campaigns that help advisors grow their usage.
• Track key performance metrics and account health, and identify opportunities for upsell, referral, or deeper integration.
• Help troubleshoot questions or requests from advisors, and advocate for product enhancements when needed.
• Maintain accurate records in CRM (HubSpot) and internal systems.
• Work with operations to identify scalable ways to support and engage our growing advisor base.

Qualifications:

• 2–4 years of experience in customer success, account management, or partnerships.
• Excellent communication and relationship-building skills, especially in a client-facing environment.
• Experience supporting or working with financial advisors, wealth managers, or B2B2C platforms is a plus.
• Organized and self-motivated with a track record of managing multiple priorities at once.
• Comfortable using CRM tools (HubSpot a bonus), spreadsheets, and support platforms.
• Passionate about making estate planning more accessible and building something that matters.
• This position is available to candidates residing in the following states only: California (CA), Colorado (CO), Florida (FL), Georgia (GA), Idaho (ID), Illinois (IL), Maryland (MD), New Jersey (NJ), New York (NY), North Carolina (NC), Pennsylvania (PA), Texas (TX), Vermont (VT)

Bonus Points for:

• Experience working in a tech company and/or high-growth startup
• Experience in fintech or estate planning SaaS.
• Familiarity with advisor tools or platforms like Redtail, Wealthbox, or Riskalyze.
• Experience joining a team during a growth or scale-up phase.
• A passion for helping families plan their legacy.

Employee Benefits & Perks:

• Compensation: Salary + Equity
• Our OTE range for this position is $75k - $95k, in addition to compensation we also include an employee equity package as a component of our offer along with other benefits and perks outlined below. 
• PTO
• Flexible time off that you are encouraged to use
• Generous paid company holidays and breaks throughout the year 
• Monthly friends & family day
• Paid time off to volunteer in your community
• Health and Wellness Benefits
• Fantastic health benefits including medical, dental, vision, life insurance, and generous parental leave 
• Financial wellness benefits (Equity & tax advisory support, financial coach support, and employer-sponsored 401k with an employer match)
• Guest speakers & reimbursement for learning opportunities
• Extra
• Flexible work schedule + hours
• Family-friendly work environment. We support the complexity of a remote world with the needs of families
• Optional company-sponsored events and travel throughout the year
• $500 Work from home stipend + Apple accessories 

About Trust & Will: 

• We are a remote-first company, giving our employees the flexibility they need to work in an environment that best suits their needs. Our hiring process is also conducted virtually unless otherwise noted. We are a company that was founded in San Diego, CA, and offer a collaborative co-working space that is available for you to use if you'd like but not required. #LI-Remote
• We are proud to be a certified B Corporation, using business as a force for good. We are committed to building a healthy, sustainable, and engaging working environment for all employees, their families, and communities. We publish an annual impact report to outline our positive contributions to our world and set an example for all employers.
• Trust & Will's mission is to help every family leave their legacy through affordable, accessible estate planning. That starts with the people we hire and the ways in which we support the development of their unique talents and capabilities. We are committed to prioritizing ways to make our company and industry more inclusive. This means we must be revolutionary in the way we value diversity to revolutionize our business sector. At Trust & Will, everyone has a seat at the table and space to be their authentic selves because only in a company that is inclusive and diverse can we truly stand in our members' shoes.