Head of Enterprise Customer Success

Responsibilities

Build and lead the enterprise customer success team

• Recruit, mentor, and manage a team of Enterprise Customer Success Managers.
• Set the strategy, metrics, and operating model for the function as it scales.
• Coach the team through complex, multi-stakeholder engagements and create clear paths for growth.

Drive product adoption and customer outcomes

• Drive customer adoption and usage of Zocks best practices.
• Build repeatable methodologies to help stakeholders maximize value and identify expansion opportunities.
• Own the team’s impact on value realization, expansion, and renewals.
• Partner with Sales on coordinated account strategies that deepen engagement, demonstrate measurable value, and generate expansion and renewals.

Engage with customers

• Build relationships with senior stakeholders at strategic enterprise accounts.
• Unblock adoption, reinforce product value, and advise customers on modernizing advisory operations.

Build systems and playbooks

• Design and refine customer engagement and best-practice playbooks.
• Establish performance metrics tied to adoption, utilization, retention, and expansion.
• Drive accountability through data-informed decisions.

Partner cross-functionally

• Collaborate with Sales, Product, Engineering, and Solutions to align on customer needs and deliver cohesive solutions.
• Synthesize customer feedback to influence the product roadmap and advocate for workflows and features important to enterprise wealth firms.

Requirements

• 8+ years of experience in enterprise customer success, strategic consulting, client advisory, or a similar field.
• 4+ years of direct people-leadership experience building and managing a team.
• Prior experience in a wealthtech or fintech company or financial services firm is a plus.
• Executive credibility and the ability to earn trust with senior stakeholders in financial services firms.
• Operational rigor, including the ability to 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.
• Ability to operate in a fast-paced, ambiguous, high-growth environment while balancing strategic initiatives with hands-on execution.
• Strong interest in AI and its impact on wealth management and financial services.

Compensation

• Base salary: $180,000–$220,000
• Equity grant; details included in the offer.

Benefits

• Medical insurance with 100% of the employee premium covered; two plan options through UnitedHealthcare Select Plus.
• Dental insurance with 99% covered and a $1,500 annual benefit through Guardian.
• Vision insurance with 99% covered and a $150 frames and contacts allowance through Guardian/VSP.
• FSA matching dollar-for-dollar up to $500 per year.
• Unlimited PTO, paid sick time, and 11 paid holidays.
• Fully paid parental leave: 12 weeks for birthing parents and 6 weeks for non-birthing parents.
• 401(k) through Guideline with pre-tax and Roth options and low-cost Vanguard funds.
• MacBook laptop and Google Workspace, Slack, and Zoom provided.
• Growth opportunities for high performers after six months.
• Collaborative, low-ego culture.