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Client Success Manager

4 months ago

Chicago, United States M1 Full time

Who we are 

M1 helps clients build and protect their wealth, day to day and for the long term. Our self-directed platform allows users to invest, borrow, spend and save in one place, using automation to power each user's unique personal strategy. Hundreds of thousands of clients trust us with over $8 billion in assets. As the Finance Super App™, we empower clients’ financial well-being through automated investing tools, industry-leading APY on high-yield savings accounts, paperwork-free margin loans, low-cost personal loans, and high cash back credit card rewards that can be automatically re-invested into your M1 portfolio. 

Our vision is to create a digital private banking experience, making the tools and services of the ultra-wealthy accessible with the click of a button. We've been named a top app for investors including 2023 Best for Low Costs and Best for Sophisticated Investors by Investopedia, 2023 Best Investment App for Portfolio Customization by Insider and one of the best Roth IRAs by Fortune. We have over 60,000 five-star reviews on the Apple App Store and Google Play.  

As a fast-growing fintech company, we’re looking for talented and smart individuals who are excited about rethinking what’s possible with personal finance, invested in their personal and professional growth, and eager to take ownership of their work. Our award-winning workplace culture has been recognized by Inc. (Best Workplaces 2022), Built In Chicago (2022 and 2023 Best Places to Work in Chicago), CB Insights (Top Fintech Companies of 2021), and the Chicago Tribune (2021 Top Workplace).  

We mean it when we say, “M1 is yours to build.”  

M1 is a remote forward organization and at this time is only able to hire in the following states: CO, FL, GA, IL, IN, MN, NJ, NY, PA, TX, UT, VA, OR, WA.

Who You Are: 

M1 is seeking a highly motivated, FINRA-licensed (SIE, Series 7, and Series 63 or 66) individual with a passion for client advocacy and solving problems in a timely and accurate manner. The Client Success Manager will act as the primary liaison for M1 clients, strategically supporting and growing their book of business by helping clients get the most from M1’s platform. As part of our Client Success team, you will provide a world-class client experience, focusing on proactive engagement and wallet share expansion.  

What You’ll Do: 

The Client Success Manager will be matched with a book of business, the size of which will vary depending on the client segment. Your mandate is to strategically support (via inbound message and call) and grow (via outbound outreach) your book by driving satisfaction for the client and wallet share growth for M1. The CS team operates in pods, matching client-facing CSMs to existing client segments, providing a supportive structure for both team members and clients. CSMs are responsible for client satisfaction and client growth.   

Duties may include, but are not limited to: 

  • Develop an in-depth knowledge of all M1 products and offerings. 
  • Respond to inbound client calls, messages, and emails in a professional and prompt manner (meeting SLAs and CSAT metrics).  
  • Resolve client queries, recommend solutions, and guide clients through features and functionality. 
  • Make outbound, proactive calls and messages to help existing clients better understand M1’s products and services.  
  • Escalate tickets to appropriate team members based on severity. 
  • Proactively identify and solve problems. 
  • Aggregate client feedback to provide M1’s product team with actionable information to prioritize and develop features within the application. 

Qualifications: 

  • FINRA licensing (SIE, Series 7, and Series 63 or 66). 
  • 2+ years of tangible work experience in sales, client service, or working at a broker-dealer. 
  • Client-focused with a passion for speaking to clients, answering queries, and solving complex issues. 
  • Exceptional communication skills, both written and verbal, with the ability to build rapport, listen effectively, ask probing questions, understand concerns, and take proactive approaches. 
  • Strong work ethic and proactive approach, capable of effectively managing multiple priorities, adapting to change, and excelling in a fast-paced business environment. 
  • Analytical and solution-driven, excelling at solving and escalating problems, particularly in collaborative, team settings. 
  • Technically proficient with the ability to learn and utilize multiple software platforms (especially Internal Tools and Intercom). 
  • Empathy for understanding the business needs of current and prospective clients. 
  • Interest in personal finance.  

Work Hours: 

Hours are from 8AM - 5PM CST, with phone availability from 8AM - 3PM CST and a 1-hour lunch break. Work hours could be subject to change. 

If you’re ready to take the next step in your career and help clients achieve their long-term financial goals, apply today 

M1's Commitment to Diversity 

M1 is proud to be an equal opportunity employer. We celebrate different experiences and we're committed to diversity, equity, inclusion, and belonging (DEIB) at all levels of the company. Women, minorities, veterans, members of the LGBTQIA+ community, and individuals with disabilities are strongly encouraged to apply. With our DEIB Council and six Employee Resource Groups (AAPI@M1, Black@M1, Mental Health@M1, Pride@M1, SomosM1, and Women@M1), M1 employees and leaders set aside company time to tackle DEIB projects and achieve goals every quarter. 

Our Values 

Our team embodies our ten core principles and if these principles speak to you – we’d love to talk with you. 

  • Mission Driven - We know that financial well-being has a dramatic impact on an individual's quality of life. We are passionate about helping people in this domain. 
  • Extreme Ownership - We are responsible for the results to our clients, teammates, and shareholders. We own everything in our domain that affects these results. 
  • Boldness - Thinking small is a self-fulfilling prophecy. Thinking big inspire results. We would rather fail at the meaningful than succeed at the trivial. 
  • Ruthless Prioritization - We want to do more than we possibly can. We must be disciplined on how to use our precious money, people, and time. That means saying no to a lot of good ideas so we can focus on the most important thing. 
  • Integrity - We do the right thing. This trust must never be broken. 
  • Effectiveness - We do what's needed to deliver the intended results. Whether that requires disciplined process or scrappy implementation, we find a way. 
  • Team Oriented - We work collaboratively to achieve more. We respect, trust, and support one another. 
  • Transparency - We use simple and clear communication to share information so that people have the context to make good decisions. 
  • Make Forward Progress - Something is better than nothing. We make incremental improvements on our path towards perfection. Crawl, walk, run, and then sprint. 
  • Resiliency - We understand that any big goal comes with ambiguity, change, and setbacks. We adapt and keep going. 

Our Perks 

  • Competitive Pay and Stock Options 
  • Comprehensive health, dental, vision, disability, and life insurance 
  • Retirement benefit with employer match 
  • Unlimited PTO 
  • Office in the Loop with a Game Room and Gym 
  • Access to employee workshops and training about financial literacy, empathy and mental health, professional development, and more 
  • Free subscription to Insight Timer, the world’s #1 meditation app for sleep, stress, and anxiety