Customer Success Coordinator

Role Overview

• Lead clear and professional communication with advisor clients via phone, email, and video conference to collaborate on building their website
• Use Claude, Gemini, and the FMG Assistant as part of your daily workflow to accelerate client communication, project tracking, content review, and creative problem solving
• Build advisor websites using FMG's proprietary content management system (CMS), translating client direction into a polished, brand accurate site
• Log every client communication and project activity in HubSpot to maintain a complete record of the build
• Manage a concurrent workload of 30 plus active projects, keeping each one on schedule and within scope
• Set clear expectations with advisor clients throughout the setup process, keeping them on target and within the agreed timeframe
• Adapt your approach to a wide range of clients, from hands on subscribers to those who want more guidance and support
• Partner with Front End Developers, Copywriters, Designers, Fulfillment, and Onboarding to move builds forward and resolve blockers quickly
• Leverage FMG's full suite of tools, including HubSpot, Google Workspace (Gmail, Sheets, Docs, Meet), Slack, Figma, and the FMG CMS
• Participate in team meetings, project standups, design reviews, and ongoing training
• Stay current on AI tooling and FMG process improvements, proactively suggesting ways to streamline the build experience
• Thrive in a fast paced, AI forward environment and have fun as we grow together
• Access to a private and 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 and 3 Megabits up (5mbps and 3mbps)

Requirements

• Real world experience or related college degree required
• Two plus years of customer service or customer support experience
• AI fluency in Claude, Gemini, and the FMG Assistant as a core competency, with comfort using these tools in a production workflow
• Project management experience is a plus
• CRM experience, with HubSpot familiarity a plus
• Professional written and verbal communication skills, with the ability to stay calm, warm, and clear in client facing conversations
• An eye for design and the ability to give useful feedback on layout, content, and visual presentation
• Detail oriented, organized, and able to juggle multiple priorities with grace
• Self motivated and able to function both independently and within a team structure
• Strong time management and the ability to manage expectations, set schedules, and keep deliverables on track as agreed to
• Comfortable brainstorming and offering creative solutions to challenges big and small
• Quick on your feet and able to field questions and challenges as they happen.
• Excellent follow up and follow through skills
• Experience with Apple Macs, Google Workspace, Slack, HubSpot, and other online tools is desired. The ability to quickly learn these and other tools is more important.

Benefits

• 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
• On Demand Pay
• allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
• Generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.