Apply by
Sept 1 |
$180,000-$220,000 base + equity
WHAT YOU'LL DOAs Head of Enterprise Customer Success, you will own the post-sales outcomes for Zocks' largest and most strategic customers which include large RIAs, broker-dealers, banks, and other financial services firms. You will build and lead a high-caliber team of Enterprise Customer Success Managers who act as trusted advisors to these accounts, driving adoption, value and growth.
You'll be both a builder and an operator: Recruiting and developing the team, designing the playbooks and systems that let it scale, and personally engaging with executive stakeholders at our most important accounts. You'll partner closely with Sales, Product and other teams to ensure every enterprise customer realizes measurable value from Zocks and build the team to make it repeatable.
Build and lead the enterprise CS team- Recruit, mentor, and manage a small team of Enterprise CSMs, setting a high bar for industry credibility, customer engagement, and product expertise.
- Coach the team through complex multi-stakeholder engagements, provide actionable feedback, and create clear paths for growth.
- Set the strategy, metrics, and operating model for the function as it scales.
Drive product adoption and utilization- Ensure adoption and usage by customers following Zocks best practices and optimal patterns.
- Build a repeatable methodology to proactively guide and advise stakeholders on how to maximize the value they get from Zocks, and identify opportunities to expand Zocks usage in existing accounts.
Drive customer outcomes- Own the team's impact on value realization, expansion and renewals
- Partner closely with Sales to ensure coordinated account strategies that deepen engagement, demonstrate measurable value, and generate expansion and renewals.
Engage with customers- Build and deepen relationships with senior stakeholders at our most strategic accounts.
- Step into critical moments to unblock adoption, reinforce Zocks' value, and act as a trusted advisor on how leading firms are modernizing their advisory operations.
Build systems and playbooks- Design and refine the customer engagement and best-practice playbooks that let the team operate consistently and effectively.
- Establish clear performance metrics tied to adoption, utilization, retention, and expansion, and drive accountability through data-informed decisions.
Partner cross-functionally- Collaborate closely with Sales, Product, Engineering, and Solutions to align on customer needs and deliver cohesive solutions. Synthesize feedback from your team and customers to influence the product roadmap, advocating for the workflows and features that matter most to enterprise wealth firms.
WHAT WE'RE LOOKING FORRequirements- 8+ years of experience in enterprise customer success, strategic consulting, client advisory or similar, with 4+ years direct people leadership experience building and managing a team.
- Prior experience in a wealthtech/fintech company or financial services firm is a big plus
- Executive credibility: You speak the language of senior stakeholders in financial services firms and have the presence to earn trust up and down the organization.
- Operational rigor: You build frameworks and systems for engineering customer outcomes and change management
- Fluency in modern customer success motions including onboarding and implementation, product activation, value realization, and customer engagement.
- Comfort operating in a fast-paced, ambiguous, high-growth environment, balancing strategic initiatives with hands-on day-to-day execution.
- Strong interest in AI and how it will transform wealth management and financial services.
LOGISTICSThe details- This is a remote position, but we are currently only able to hire candidates who reside in the following states: AZ, CA, CO, CT, FL, GA, ID, IL, IA, KS, MA, MI, NE, NJ, NV, NY, NC, OH, PA, SC, TN, TX, WA, WI
- Background and reference checks required as part of onboarding
Interview process: - 30-min recruiter screen
- Up to four 45-min-1 hour video interviews
- Offer pending references.
Total estimated time: ~5 hours
COMPENSATION- $180,000-$220,000 base salary
- Equity - we're all building this together
BENEFITSThe full pictureHealth- Medical: 100% of employee premium covered (UnitedHealthcare Select Plus network, 2 plan options)
- Dental: 99% covered - Guardian, $1,500 annual benefit
- Vision: 99% covered - Guardian/VSP, $150 frames & contacts allowance
- FSA: Zocks matches dollar-for-dollar up to $500/year
Time off- Unlimited PTO
- Paid sick time
- 11 paid holidays
Family- Birthing parent: 12 weeks fully paid parental leave
- Non-birthing parent: 6 weeks fully paid parental leave
Financial- 401(k) via Guideline - Pre-tax and Roth options; low-cost Vanguard funds
Everything else- MacBook laptop + Google Workspace, Slack, and Zoom provided
- Equity grant - details included as part of your offer
- Growth opportunities for high performers after 6 months
- Collaborative, low-ego culture with smart, kind teammates
