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Wealth.com is an AI-powered estate and tax planning platform trusted by major financial institutions to modernize wealth management guidance delivery. The company has achieved #1 estate planning market share in the 2025 Kitces AdvisorTech Study and won Top Estate Planning Technology at the 2025 WealthManagement.com Industry Awards.
You will lead the post-sale customer experience function, owning Support, Onboarding, and Enablement for Wealth.com's advisor and end-client base. This is primarily a process, people, and systems leadership role focused on designing scalable operating models and building infrastructure to support 18–24 months of growth. While not a hands-on delivery seat, you'll step in on tickets, calls, and onboarding sessions when needed.
Key responsibilities include:
**Strategic Leadership:** Define the multi-year vision and roadmap for Customer Success as the customer base scales in volume and complexity. Build and develop a high-performing team with clear structure, ownership, and accountability. Champion AI and automation as scaling levers. Set and own KPIs that define success and report to leadership.
**Operational Excellence:** Build and refine scalable onboarding frameworks, support models, and workflows. Establish SOPs, tooling, and escalation paths for consistent operation at scale. Own the operating cadence—regular reviews of volume, themes, and friction points—to surface issues early before they become churn risk. Ensure every process decision is evidence-based, with instrumentation to demonstrate what's working.
**Cross-Functional Collaboration:** Partner with Sales and Account Management to create a seamless customer lifecycle from close through onboarding to renewal. Work with Product and Design to ensure the customer experience evolves with the product, translating customer needs into roadmap input. Represent the voice of the customer in cross-functional planning, shaping decisions rather than just executing them.
You should have a track record of owning outcomes with specific, data-backed examples of changes you drove (incentive redesigns, lifecycle programs, support model overhauls). Demonstrated people leadership with real examples of team alignment and direction-setting is essential. You're comfortable operating with ambiguity and speed, blending institutional rigor with startup adaptability. You have executive presence with polished communication and the ability to present data and recommendations to leadership. You understand the financial advisor's experience deeply—recognizing that client issues reflect back on advisors and that timing can matter as much as the task itself.
Experience leading Support and/or Onboarding through Series A/B into the next growth stage, with ability to translate that playbook forward, is ideal. Alternatively, experience from an established Customer Success/Experience function where you can see 18–24 months ahead and apply that experience proactively is valuable.
**Nice to have:** Fintech or regulated, relationship-driven vertical experience. Experience standing up or scaling AI-assisted support models (e.g., Intercom/Fin). Experience building both enterprise/institutional and SMB-style onboarding motions in parallel.
**Requirements:**
- Track record of owning outcomes with data-backed examples of changes driven
- Demonstrated people leadership with real team alignment examples
- Comfort operating with ambiguity and speed
- Executive presence and polished communication skills
- Deep empathy for financial advisor experience and client timing dynamics
- Experience leading Support/Onboarding through Series A/B growth or scaling established CS function
- Ability to see 18–24 months ahead and apply experience proactively
