🛠 Tech Stack

💼 About This Role

You'll lead and scale a high-performing Customer Success team at an AI-powered estate advisory startup. Your goal is to drive customer retention, expansion, and advocacy by delivering a best-in-class experience. This role offers the chance to build from the ground up in a fast-paced, remote-first environment.

🎯 What You'll Do

• Build strategic relationships with key customer stakeholders.
• Hire, mentor, and scale a team of Customer Success Managers.
• Design and implement scalable operational frameworks and SOPs.
• Develop strategies to grow retention and reduce churn.
• Define, track, and report key Customer Success metrics.

📋 Requirements

• 8+ years in Customer Success or similar SaaS roles.
• 5+ years building and scaling high-performing CS teams.
• Strong command of CS metrics (NPS, churn, LTV, health).
• Hands-on experience with Gainsight or ChurnZero and Salesforce.

✨ Nice to Have

• 3+ years in financial services or wealth management.
• Experience managing enterprise-level customers and C-suite executives.

🎁 Benefits & Perks

• 🏖️ Flexible PTO and 10 company holidays
• 👶 Parental leave (6 weeks all, up to 14 for birthing parents)
• 🩺 Medical, dental, vision for employees and families
• 💰 401K eligibility after one month
• 📚 Learning & development and home office budget

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min
4. 4Executive Interview· 45 min