Manager of Digital Customer Success

WHAT WE DO

We are on a mission to empower the world to invest fearlessly.

Nitrogen is the client engagement platform for wealth management firms. Our platform helps firms grow their assets, increase client satisfaction and protect their business. We believe that people should have access to objective and easy-to-understand information as it relates to investing and their own financial futures. The wealth management firms we partner with do exactly that.

WHAT WE ARE ALL ABOUT

Nitrogen is defined by growth. We are a fast-paced, ever-evolving team that loves being at the forefront of technological innovation in the investing space. The work we do takes creative problem solving and a can-do attitude. Every member of our team is a critical player who takes accountability for their work and stewards it with excellence. As a company, we value each other by creating space for everyone to be heard and well supported. We achieve this goal through weekly team meetings, one-on-one managerial investment in each employee, and thorough feedback processes. We strive to create an atmosphere that is based on respect and communication, while also fostering an engaging and lively work environment. From all-staff meetings, to team build events, to department-wide retreats, we give everyone a seat at the table to contribute their best work and have fun along the way. We are highly collaborative, thoroughly engaged, and completely committed to bringing our best day-in and day-out. From the customers we support, to the careers we foster, we infuse growth and advancement into everything we touch.

Nitrogen is an equal opportunity employer. We encourage people from underrepresented groups to apply. We are committed to being fair and intentional in our hiring decisions by reviewing every application thoroughly.

WHAT YOU’LL BE WORKING ON

Lead, develop, and inspire our team of highly Advisor Coaches in their mission to ensure advisors adopt our growth platform into their practice, increase their respective product engagement, and regularly interact with the platform in their day-to-day workflows. Setting the strategic approach to engage and enable customers through digital mediums, and promoting content through targeted content and customer marketing techniques. 

Responsible for the digital customer success strategy for the team, for the content and content framework, and creates targeted customer lists to send targeted content to retain, engage, and enable customers.

• Lead and Manage Effectively: Recruit, hire, cultivate, develop and constantly upgrade a team of Coaches to drive up retention, engagement, and account expansion. Handle complex issues and escalations as you improve the Advisor Coaching Team through interdepartmental collaboration, developing resources, and documentation. 
• Increase Customer Retention: Develop and implement targeted strategies to enhance customer satisfaction, loyalty, and retention through customer marketing email campaigns and communication. Maximize customer net and straight revenue retention and work with Marketing to expand revenue with customers while simultaneously reducing High-Risk ARR.
• Optimize Customer Enablement and Engagement: Analyze customer behavior, product, and content engagement metrics to optimize email marketing campaigns, ensuring maximum engagement, open rates, click-through rates, and conversions stemming from educational content. 
• Improve Customer Education: Create and distribute effective educational content through various digital mediums (video, email, knowledge base, webinars, in product prompts, etc.) to ensure customers fully utilize our products/services, thereby enhancing their overall experience and perception of value.
• Enhance the Customer’s Journey: Develop and refine digital customer journeys to empower customers to succeed immediately following the sale, through the initial 90-day onboarding window, into full product adoption, and finally a successful renewal.

Requirements

• Lead Yourself and Others Well: Demonstrate leadership by setting a committed example for the team in serving advisors, supporting effective task prioritization, optimizing team productivity through delegation and follow-up, and align team members' strengths with project needs.
• Exceptional Communication: Exceptional verbal and written communication skills with the ability to convey complex ideas in a clear and concise manner. Proficient in conveying brand voice and maintaining consistent messaging across all communication channels.
• Email Marketing Expertise: Expert in email marketing platforms such as Marketo, Salesloft, or similar tools. Experience in creating and optimizing email campaigns for various purposes including customer engagement, lead nurturing, and retention.
• Customer Success Management Knowledge: Strong understanding of customer success principles and strategies. Ability to proactively engage with customers, understand their needs, and address concerns to ensure a positive customer experience.
• Analytical Skills: Capable of interpreting data and metrics to measure the effectiveness of email marketing campaigns and customer success initiatives. Comfortable using analytics tools such as Google Analytics or similar platforms to derive actionable insights.
• Understand our Customer: Ability to speak the language of our core audiences: advisors, broker-dealers, corporate RIAs, custodians and clearing firms, asset managers and compliance departments.
• Stop, Collaborate, and Listen: Collaborative mindset with the ability to work effectively in cross-functional teams including marketing, sales, product development, and customer support.
• Create Excellent Content: Excellent writing and editing skills with the ability to create compelling and engaging email content tailored to different audience segments. Knowledge of HTML/CSS for email template customization is a plus.
• Solve Problems Effectively: Resourceful and proactive in identifying and resolving customer issues and challenges. Ability to think critically and propose innovative solutions to improve customer satisfaction and retention.
• Be Adaptable: Comfortable working in a fast-paced environment with evolving priorities and shifting deadlines. Willingness to adapt to changes and embrace new technologies and methodologies in email marketing and customer success management.
• Understand SaaS and FinTech: Possess a deep understanding of SaaS and FinTech with a solid framework of the fundamentals for exceptional customer journeys and onboarding experiences.
• Travel: Required travel, up to approximately 30% of the time (12 - 16 times a year). Team members may travel 1 - 3 times monthly during the busy conference season (Q2 - Q3). 

Software Competencies: 

• CRM (Salesforce), event facilitation (Zoom Events, GoToWebinar), customer communication (Zendesk), LMS (Lesson.ly/Seismic), task/project management (Asana), email marketing (Marketo/Salesloft), general office stack (Slack, GDrive, Zoom, Guru)

The expected compensation range for this position is $100k - $120k.

Lesser experience may result in lower compensation and greater experience may result in greater compensation than the stated range.

Benefits

Financial Benefits & Perks

• 4% 401(k) Match. Our employees invest so much in our company and we love getting to invest in them. The company will match your contributions dollar-for-dollar, up to 4% of your total annual compensation.
• Free Financial Planning Services. By working at a financial technology company, you get the benefit of fantastic financial advice. This is offered to all employees wanting expert guidance on how to handle their money.

Health & Family

• Medical, Dental & Vision insurance plans. We want to help keep you (and your family) healthy! Comprehensive health insurance options for you & your family.
• Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA) available depending on chosen medical plan. We know that investment risk isn’t a one-size-fits all and neither are your health savings options!
• Generous maternity & paternity leave for either the birth or adoption of a child. Mom's & Dad's need time with their new family members!
• Discounted pet insurance available. Pets are family too!!

Time Away & Culture

• 3 weeks vacation & 1 week sick time per year.Take the time you need for fun or simply time to recover from not feeling well.
• 11 paid company holidays per year. Enjoy your time off; you deserve it!
• Remote & in-person team building activities help our employees stay connected and engaged. We absolutely love to hype our people up!
• Company wide meetings held by our CEO benefit all employees by keeping everyone in the loop. We are one team, and we tackle projects together.
• Employee development is our priority. From leadership training, to mentorship, to industry resources, we care about progressing you in your career.

WANT TO KNOW MORE?

While you can learn a lot from a job description, you may have more questions, and that’s totally okay! We encourage all individuals interested in working at Nitrogen to learn more about us by checking us out on our website and social media platforms: