Director of Customer Success

Must be US Citizen or Green Card

Hybrid - 2 days a week onsite

Permanent Role

A Director of Customer Success. This is a Direct Hire role, onsite, for a fast-growing wealth management technology platform that is scaling through an active acquisition strategy. This position exists to own the post-onboarding success of partner firms on the organization's core technology platform, driving continued adoption, service expansion, and advisor satisfaction after firms go li

ve.
What You Bring to the Role (Ideal Experie

• nce)5-10 years in a product, customer success, or platform operations role, ideally at a wealth-focused SaaS or financial services technology com
• panyDemonstrated track record of driving software adoption and expanding platform usage across a user
• baseComfortable learning how users interact with complex toolkits and building solutions through configuration and training, not just documenta
• tionAble to translate software capabilities and workflow configurations into business outcomes, ideally with the ability to connect these to P&L im
• pactStrong relationship management skills with a track record of high client satisfaction sc
• oresHands-on experience with core wealth management technology systems, including CRM, portfolio accounting, trading/rebalancing, client portal, and custody platf
• ormsComfortable in Excel and PowerPoint, with demonstrated use of AI tools in a professional set
• tingHuman-centered approach — understands that people's emotions, perspectives, and experiences are essential to good leadership and decis
• ionsStrong business insight — understands how the business creates value and how decisions affect custo

mers
What You'll Do (Skills Used in this Posi

• tion)Own the handoff mechanism from onboarding completion to ongoing advisor success, ensuring no firm falls through the gap between go-live and full ado
• ptionEstablish and track success measures for continued platform adoption, including time savings, feature coverage, usage volumes, and advisor satisfa
• ctionBuild and maintain a cadence of continuing education, feature rollouts, and expansion conversations with existing partner
• firmsIdentify and close adoption gaps through workflow configuration, training, or creative use of available platform function
• alityTranslate platform capabilities into business outcomes advisors care about, including saved time, consistency of execution, and P&L impact where pos
• sibleServe as the primary relationship owner for partner firms post-onboarding, managing ongoing satisfaction and net promoter
• scoreStay current on the platform's evolving features and adjacent point solutions in the wealth management