Customer Success Coordinator Manager (Remote)

What We Do

We’re a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out our content. Generally, these businesses don’t have marketing departments but are growth-minded enough to know they need to market themselves. 

We help them do just that. We work together to create beautiful website designs, automated marketing tools, and award-winning educational content for them. The end goal is to help them build better relationships with their clients with less hands-on effort.

About Our Culture

FMG started over a decade ago and now has 300+ (and growing!) employees spread out across the globe. We embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balance. We value collaboration and open, thoughtful communication. We believe work should be both engaging and challenging, mixed with a good sense of humor. 

Our goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of work. We’re building a winning team of A+ players and we hope you’ll be next to join us. 

Our Commitment to Diversity, Equity, and Inclusion

At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work. 

Our Employee Benefits

FMG strives to be a top-tier employer. We continually evaluate our benefits and total compensation packages to ensure we offer our employees the most competitive package we can provide. 

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
• Robust Insurance Plan including:
  • Medical with $0 co-pay Telehealth plan 
  • Dental
  • Vision
  • Health Savings Account (HSA) with generous employer contributions
  • Flexible Spending Accounts (FSA)
  • Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
  • Company-paid Short & Long Term Disability coverage
  • Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• Employee Events Committee that plans fun in-person and virtual events
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Work computer equipment is provided to help you succeed :)

About the Role

We are seeking an experienced and enthusiastic Manager for our Customer Success Coordinator team. The ideal candidate will be an expert in customer care who is passionate about interacting with and assisting customers. This role requires a people person who thrives on connecting with others, fostering relationships, and enhancing team collaboration and spirit. The successful candidate will be an enthusiastic motivator, great communicator, and dedicated coach, bringing a positive outlook and vibrant energy to the team.

Compensation This position offers $60,000-$71,000, through a combination of salary and bonus, depending on qualifications & experience.

Primary Responsibilities & Expectations

• Lead, manage and support the Customer Success Coordinator team, ensuring a high-level of customer and team member satisfaction.
• Develop and implement training programs for both soft and hard skills relevant to the team’s roles for both new and existing team members
• Mentor and coach new and existing team members, guiding them towards success and self-sufficiency in their roles.
• Capable of pinpointing performance inequities and training needs, and adept at developing and delivering structured plans for team members to meet and surpass goals.
• Serve as a primary point of escalation for complex customer issues, guiding customers toward effective resolutions while training the team to master this process.
• Recognize and celebrate team achievements consistently, promoting a culture of appreciation and recognition.
• Expertly conduct interviews, hire, and onboard new staff, ensuring a seamless integration into the team.
• Exhibit strong oral and written communication skills, with the ability to lead group meetings effectively.
• Prepare and deliver thorough mid-year and year-end performance appraisals for team members.
• Collaborate effectively with management and peers to achieve outstanding results in customer satisfaction, team member morale, and website output & velocity. 
• Monitor daily, weekly, monthly, and year-to-date reports for team and individual performance and inspire the team to hit performance targets.
• Demonstrate advanced knowledge of FMG products, processes, and guidelines; ensuring the Customer Success Coordinator team is compliant and that customers are having exceptional experiences as they launch their websites.
• Must be able to think innovatively and work with the Director of Design Operations to identify best practices for new processes and procedures to improve Customer Success Coordinator performance, team efficiency, and customer experience. 
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

• Foster a collaborative, enjoyable, and engaging work environment.
• Encourage open communication and a robust spirit of teamwork.
• Cultivate a solution-oriented mindset.
• Promote creativity, passion, and innovation in problem-solving.
• Apply emotional intelligence to create a supportive workplace, effectively managing personal emotions and empathizing with others.
• Embrace learning from mistakes and moving forward.
• Uphold accountability for personal and team actions and outcomes, inspiring team members to do the same.

Required Skills and Qualifications

• Bachelor’s degree in Business, Management, or related field, or equivalent work experience.
• Two (2) years previous experience in a managerial role within a customer success, customer onboarding, or customer care team, where you independently led and developed a team while exercising significant decision-making autonomy.
• Proven experience in a customer care or customer success role, with a track record of effectively managing escalated situations.
• Exceptional interpersonal skills, with a passion for building relationships and connecting with people.
• Strong communication and listening skills, capable of conveying information clearly and effectively.
• Demonstrated ability to coach and develop team members, empowering them to achieve their full potential.
• Strong organizational skills, with a process-oriented approach to work.
• Proficient problem-solving skills, with a focus on creativity and innovation.
• High level of emotional intelligence, with the ability to manage emotions and understand others.

Preferred Skills or Experience

• 3-5 years experience as a manager of customer success, customer onboarding, or customer care team.
• Experience as a manager in developing and delivering successful training programs.
• Familiarity with customer success software and CRM systems.
• Demonstrated ability as a manager to implement process improvements and drive team efficiency.

Customer Success Coordinator Responsibilities You Will Be Managing:

• Facilitate seamless communication with subscribers via phone, email, and video conference, collaborating with them and internal FMG teams to efficiently build their websites and providing training on the FMG platform.
• Oversee and coordinate the development of subscribers' websites, providing training on website tools and marketing platform features through our proprietary content management system (CMS).
• A primary responsibility for a Customer Success Coordinator involves working closely with other departments, such as Fulfillment, Web Designers, Domains, and Front End Developers, to complete tasks essential for building and launching websites.
• Ensure detailed documentation of work in our client relationship management software (HubSpot) for seamless tracking and follow-up.
• Manage and own a book of business (subscribers), ensuring timely and efficient service delivery.
• With excellent customer care, establish and maintain clear expectations with subscribers throughout the website setup process and training of the FMG platform, to ensure satisfaction and alignment.

FMG is proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information.  If you require accommodation to complete the application or interview process, please contact [email protected].

You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/