Role OverviewWe're hiring a Head of Customer Success to own the post-sale experience - Support and Onboarding - for Wealth.com's advisors and their end clients. As leader of Customer Success, you will have the unique opportunity to unify and build out a single, scalable customer experience function and build the infrastructure to carry it through our next 18-24 months of growth.
This is primarily a process, people, and systems leadership role - not a hands-on delivery seat. You'll spend most of your time designing the operating model, coaching the team, and building the technology and workflow backbone that lets a lean team support a fast-growing advisor base. That said, we're still a company where everyone gets their hands dirty when it counts, and you should be comfortable stepping into a ticket, a call, or an onboarding session when the moment calls for it.
What You'll Do- Strategic Leadership
- Define the vision and multi-year roadmap for Customer Success, including Support, Onboarding, and Enablement, as our customer base scales in volume and complexity
- Build a high-performing team with clear structure, ownership, and accountability - hiring, developing, and retaining talent who are genuinely committed to serving customers well
- Champion AI and automation as a lever for scaling the function
- Set and own the KPIs that define success for the function and report on them to leadership
- Operational Excellence
- Build and continuously refine scalable onboarding frameworks, support models, and workflows that hold up as customer segments and product complexity grow
- Establish the SOPs, tooling, and escalation paths that let the team operate consistently at scale
- Own the operating cadence for the function - regular reviews of volume, themes, and friction points - so issues surface early and get resourced before they become churn risk
- Ensure every process decision is evidence-based and defensible: instrument the funnel so claims about what's working (or not) can be shown, not asserted
- Cross-Functional Collaboration
- Partner with Sales and Account Management to build a seamless, connected customer lifecycle - from handoff at close, through onboarding, to renewal and expansion conversations
- Partner with Product and Design to ensure the customer experience evolves in lockstep with the product, translating what customers actually need into clear input for the roadmap
- Represent the voice of the customer in cross-functional planning, ensuring CS isn't just executing decisions made elsewhere but shaping them
What You'll Bring- A track record of owning outcomes, not just inheriting them - you can speak to specific changes you drove (an incentive redesign, a new lifecycle program, a support model overhaul) and the data behind why they worked.
- Demonstrated people leadership - real examples of getting a team aligned and moving in the same direction, not just "I managed a team of X."
- Comfort operating with ambiguity and speed. A blend of institutional rigor and startup adaptability - in either order - is ideal.
- Executive presence: polished communication and the ability to present data and recommendations directly to leadership.
- Genuine empathy for the financial advisor's experience - understanding that a bad moment for their end client reflects directly back on them, and that timing (a task due before a client meeting in the next hour) can matter as much as the task itself.
- Experience leading Support and/or Onboarding through Series A/B through the next stage of growth, and ability to translate that playbook into Wealth.com; or experience from a more established Customer Success/Experience function where you can see 18-24 months ahead and are ready to apply that experience proactively rather than reactively.
Nice to Have- Experience in fintech or another regulated, relationship-driven vertical.
- Experience standing up or scaling an AI-assisted support model (e.g., Intercom/Fin or similar).
- Experience building both enterprise/institutional and SMB-style onboarding motions in parallel.
Benefits & Perks- Hybrid work arrangement in New York City (3x a week)
- Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees.
- 100% company-paid basic life insurance, short-term and long-term disability insurance.
- 100% paid parental leave upon eligibility.
- Company equity managed through Carta.
- 401k with match and 100% vesting upon hire.
- Flexible PTO in an environment where taking time off to relax or recharge is supported and encouraged.
- Take time off for holidays-and yes, your birthday counts too. Celebrate, relax, and recharge without thinking twice.
- Free estate planning for life!
