Customer Solutions and Retention Specialist; Remote

Position: Customer Solutions and Retention Specialist (Remote) What We Do We help Financial Professionals build and grow their business in a variety of different ways. With over 40,000 clients benefiting from our innovative solutions, we are dedicated to transforming their marketing efforts into growth engines. FMG is the leading all-in-one digital marketing platform empowering financial advisors, insurance agents, and enterprises with scalable and compliant marketing solutions designed to drive organic growth. Consistently ranked #1 in market share and customer satisfaction in the T3 Software Survey Report, FMG helps clients stay ahead of evolving trends and effectively implement marketing best practices. Through an intuitive, centralized platform, FMG enables users to efficiently manage websites, email, texting, social media, events, blogs, videos, and more—all in one place. About Our Culture At FMG, we have crafted an extraordinary work environment that perfectly balances hard work with an incredible team spirit. Since our inception over a decade ago, we've grown into a thriving community of 450+ dedicated employees spread across the globe. Our fast-paced, results‑driven culture is matched by our commitment to maintaining a healthy work/life balance, ensuring that our team members feel fulfilled both personally and professionally. Collaboration and open, thoughtful communication are at the heart of what we do. Our mission is to invest in motivated, successful individuals, supporting them as they excel both inside and outside of the workplace. We're building a winning team of A+ players, and we invite you to be a part of this amazing journey. At FMG, you'll find an environment that champions growth, celebrates achievements, and fosters a sense of belonging. Join us, and let's create something extraordinary together! Our Employee Benefits At FMG, we’re serious about being an awesome place to work! We’ve earned the USA Top Workplace award three years running (2023, 2024, and 2025), and we’re always looking for ways to keep things great—like regularly checking in on our benefits and pay to make sure you’re getting a truly competitive package.

• Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
• Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
• Our robust insurance plan includes:
• 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!
• We’ll provide you with the work computer equipment you need to set you up for success!
• Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!

About the Role

As a Customer Solutions & Retention Specialist, you will work directly with customers who are considering canceling or downgrading, as well as those who show early signs of disengagement. You will quickly understand each customer’s goals, how they are using FMG’s internal products today, and where there are gaps or underused features, then offer dynamic solutions—such as training, configuration changes, or right‑sized packages to keep them successful and retained. You will operate confidently in ambiguity, adapt to different customer situations, and provide an excellent experience in every interaction across phone, email, and chat.

Compensation

This position offers up to $63,000; this is a combination of salary and variable commission, depending on qualifications and experience. Primary Responsibilities & Expectations

• Handle incoming tickets from customers regarding cancellations, downgrades, and complex support questions, with a focus on retention.
• Ask probing, consultative questions…

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