Manager, Customer Success

Responsibilities

• Build, recruit, mentor, and manage a team of Customer Success Specialists.
• Set a high bar for customer engagement and product expertise; provide actionable feedback and clear growth paths.
• Track adoption metrics and develop data-driven adoption strategies and playbooks with GTM and Product leadership.
• Accelerate time-to-value for new SMB customers through scalable education and activation programs.
• Monitor a large portfolio of SMB accounts, identify configuration and utilization opportunities, and conduct targeted advisory sessions.
• Partner with Sales and Account Management to identify customer expansion opportunities.
• Develop scalable, one-to-many product education and activation solutions.
• Partner with Product to improve in-product UX and onboarding flows.
• Collaborate with Implementation and Marketing on 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 customer success motions including onboarding, implementation, product activation, value realization, and customer engagement.
• Creative, systematic thinker who can scale or automate workstreams.
• Proactive problem solver who uses data and trends to identify improvements and standardize best practices.
• Builder mentality and comfort working in a fast-paced, ambiguous, high-growth environment.
• Strong interest in AI and its impact on wealth management and financial services.

Nice-to-haves

• Experience in a wealthtech or fintech company or financial services firm.

Compensation

• Base salary: $130,000–$150,000.
• Equity included.