Customer Success Manager at Estate Guru, Inc. – Provo, Utah

About Us

Estate Guru is building category-defining technology that helps financial advisors, attorneys, and financial institutions deliver estate planning without complexity. We turn a traditionally intimidating legal process into clear, confident decisions about the people and things that matter most. Our platform combines attorney oversight with a guided client experience, enabling partners to offer more value and build deeper client relationships.

We are powering the transfer of wealth for millions of Americans on a single, aligned platform for families, advisors, and institutions. More than a technology company, Estate Guru is creating a new category in estate planning and wealth transfer, built for modern clients and driven by high standards.

About the Role

We’re hiring a Customer Success PLUS Manager to help clients and advisors move confidently through the estate planning process. This person becomes the operational backbone of the experience—guiding clients through the platform, coordinating communication between advisors and attorneys, and ensuring estate plans move from start to completion.

This role doesn’t provide legal advice. Instead, you’ll help make sure the process runs smoothly, questions get answered, and clients reach the finish line with confidence.

We’re looking for someone who is organized, thoughtful, and comfortable working at the intersection of technology and estate planning. Someone who can communicate clearly, manage details, and keep complex processes moving forward while building strong relationships..

If you enjoy helping people navigate important decisions—and want to play a role in expanding access to quality estate planning—this role may be a great fit.

Key Responsibilities

1. Guide clients through the estate planning process

Serve as the client’s primary point of contact during the planning process.

Responsibilities include:Explaining how the Estate Guru platform worksGuiding clients through questionnaires and plan inputsHelping clients understand what information is needed and whyAnswering process-related questions about estate planning documentsEnsuring clients complete required steps in the platform2. Coordinate between advisors, clients, and attorneys

PLUS often sits in the middle of several internal and external teams.

Responsibilities include:Acting as a communication bridge between the advisor, client, and attorney networkEnsuring each party has the information they need to move forwardEscalating legal questions to the appropriate attorneyKeeping advisors informed about client progress3. Monitor plan progress and completion

Many estate plans stall because no one is responsible for progress.

Responsibilities include:Tracking where each client is in the planning processFollowing up with clients to keep plans moving forwardIdentifying missing information or incomplete stepsEnsuring documents are finalized and properly delivered4. Maintain a high-quality client experience

PLUS is part service, part technology.

Responsibilities include:Providing responsive, professional communication with clientsEnsuring clients understand next steps at each stageHelping clients navigate the platform when questions ariseEscalating complex situations to the appropriate internal teams5. Support advisors using estate planning in their practice

Advisors want estate planning to enhance client relationships, and oftentimes they don’t want or have time for the administrative side of estate planning.

Responsibilities include:Helping advisors understand how the PLUS process worksProviding updates on client progressEnsuring advisors know when client engagement or follow-up is neededSupporting advisors as they integrate estate planning into their client experienceReinforce the advisor’s role as the client’s trusted financial professionalEnsure estate planning strengthens the advisor-client relationship6. Identify opportunities to improve the planning process

Because this role sits closest to the client experience, it becomes a key feedback loop for marketing, product, and sales.

Responsibilities include:Identifying friction points in the planning processSharing insights with the product teamHighlighting common client questions or confusionSuggesting improvements to workflows or communication7. Maintain compliance and role boundaries

Estate planning requires clear professional boundaries.

Responsibilities include:Ensuring communications remain within Estate Guru’s service scopeAvoiding legal advice or document interpretationEscalating legal questions to licensed attorneysFollowing established protocols for compliance and documentation

Qualifications

2-3 years experience in customer service, account management, and/or salesStrong communication and interpersonal skillsBasic understanding of sales principles and customer relationship managementAbility to build and maintain client relationshipsOrganizational and time management skillsProblem-solving and negotiation abilitiesAttention to detail and ability to multitaskWillingness to learn and adapt in a fast-paced environmentExperience with CRM software (Intercom, HubSpot, Salesforce, or similar) is a plusComfortable with using email, phone, and video conferencing tools for customer communicationGoal-oriented, self-motivated, and a positive team playerWillingness to take initiative and learn from feedbackAbility to handle rejection and maintain persistenceBonus: if you have experience and knowledge of estate planning or have worked at an estate planning law firm

Benefits & Compensation:

Additional earning potential through a commission programComprehensive health, dental, and vision insuranceCompany paid Short-term Disability Insurance Internet Reimbursement (for remote roles)Generous PTO and paid holidaysProfessional development opportunitiesFitness Reimbursements

Estate Guru is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

The pay range for this role is:60,000 - 75,000 USD per year(Remote)