Manager, Product Success

Responsibilities

Build and lead the Product Success Specialists team

• Recruit, mentor, and manage a team, setting a high bar for customer engagement and product expertise.
• Provide actionable feedback and create clear paths for growth.
• Track and drive key leading and lagging adoption metrics.
• Develop data-driven adoption strategies and playbooks in collaboration with GTM and Product leadership.

Drive product adoption and utilization

• Accelerate time-to-value for new SMB customers through scalable programs that educate customers on best practices and drive initial activation.
• Build a repeatable methodology to proactively monitor a large portfolio of SMB accounts.
• Identify opportunities to improve configuration and product utilization.
• Conduct targeted advisory sessions to help customers drive deeper adoption.
• Partner with Sales and Account Management to identify expansion opportunities in existing customers.

Create scalable solutions

• Develop one-to-many solutions that drive product education and activation based on patterns identified in customer conversations.
• Partner with Product to optimize in-product UX and onboarding flows.
• Collaborate with Implementation and Marketing to create scaled training and education content.

Requirements

• 6+ years of experience in scale customer success, implementation, activation, or a similar field.
• 3+ years of direct people-leadership experience building and managing a team.
• Fluency in modern customer success motions, including onboarding and implementation, product activation, value realization, and customer engagement.
• Creative, systematic thinker who continuously looks for ways to scale or automate workstreams.
• Proactive problem solver who identifies trends, uncovers improvement opportunities, standardizes best practices, and uses data and reporting to direct strategy.
• Builder mentality and comfort operating in a fast-paced, ambiguous, high-growth environment.
• Strong interest in AI and its impact on wealth management and financial services.

Nice-to-have

• Prior experience in a wealthtech or fintech company, or a financial services firm.

Compensation and Benefits

• $130,000–$150,000 base salary.
• Equity grant included as part of the offer.
• Medical coverage with 100% of the employee premium covered.
• Dental and vision coverage with 99% covered.
• Dollar-for-dollar FSA matching 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) with pre-tax and Roth options.
• MacBook laptop and Google Workspace, Slack, and Zoom provided.
• Growth opportunities for high performers after six months.