Customer Success Manager

Company Overview

We've partnered with an innovative startup that specializes in connecting clients' financial assets with their gifting and philanthropic goals. The company is dedicated to enhancing the way high-net-worth individuals receive trust and estate advice through a collaborative platform that integrates wealth, legal, and tax services. They prioritize technological efficiency and aim to bridge the gap between expected and delivered services for their clients.

Role Overview

Our client is seeking a Customer Success Manager to join their Commercial team, where you'll play a crucial role in driving customer satisfaction and business transformation. Your primary focus will be on managing the lifecycle of customer relationships, from onboarding to renewals, and ensuring customers derive maximum value from the platform.

Responsibilities

• Manage and grow a designated book of business, focusing on renewals and account expansion.
• Develop mutual customer success plans with clear milestones to achieve strategic goals.
• Acquire deep knowledge of advanced trust and estate planning strategies to assist customers.
• Create scalable self-serve resources, including process documentation and training materials.
• Provide ongoing support and troubleshooting to drive customer engagement and satisfaction.
• Capture and relay customer feedback to internal teams to inform product development.
• Encourage customer advocacy through testimonials and case studies.

Requirements

• 5-8 years of experience, with at least 3 years as a Customer Success Manager in B2B SaaS.
• Solid understanding of wealth management services or experience with related financial professionals.
• Experience in early or growth-stage companies.
• Strong communication skills with a proven ability to engage customers and build relationships.
• Project management abilities that align tactical tasks with strategic objectives.
• CFP certification is a plus.

Benefits

• 100% employee health insurance coverage (plus 50% dependent coverage) including medical, vision, dental, short-term disability, and life insurance.
• Monthly wellness stipend.
• Commuter stipend.
• Educational stipend.
• Flexible PTO.
• 401(k) plan.
• Parental leave policy.

Compensation

Base salary is in the range of $150,000-180,000, plus performance-based bonuses and equity. The actual compensation package will be tailored based on experience and skill set.

This position requires working from the company's NYC headquarters in midtown Manhattan three days a week.