Director of Customer Success

Advisor360 • Needham, MA

33d

About The Position

We are looking for an executive-caliber, relationship-driven Director of Customer Success who operates comfortably at the intersection of business strategy, financial services domain expertise, and enterprise software delivery. You understand the realities of large wealth management enterprises—home office operations, supervision/compliance, advisor workflows, data governance—and you know how to translate complex platform capabilities (CRM, Digital Onboarding, AI, data, and integration services) into measurable business outcomes. You’re equally strong in the boardroom and the war room: a trusted advisor to C‑suite stakeholders, a steady hand in complex transformations, and a disciplined operator who builds predictable value realization, adoption, and growth.

Requirements

• 10–15+ years in Customer Success/Account Management/Consulting for SaaS/FinTech, with 2+ years serving enterprise wealth management firms (broker‑dealers, large RIAs, insurance BDs, custodians)
• Domain Depth: Practical understanding of wealth management operations and regulation (SEC/FINRA, Reg BI, books & records, supervision), advisor desktop/CRM, new account opening/KYC/AML, trading & rebalancing, portfolio accounting/performance, fee billing, householding, and digital client experiences.
• Commercial Savvy: Proven ownership of renewal negotiations, expansion strategies, pricing/packaging guidance, and partnership with Legal/Finance.
• Executive Presence: Excellent communication and storytelling; credible with COO, CIO, CCO, and field leadership; skilled at aligning diverse stakeholders to decisions and outcomes.
• Operational Rigor: Builder of playbooks, governance, and dashboards; disciplined in program management and risk management.
• Education & Credentials: Bachelor’s required

Nice To Haves

• MBA a plus.
• FINRA licenses (7/24/65/66) and/or CFP®/CFA® helpful but not required.

Responsibilities

• Own Strategic Outcomes for Enterprise Clients
• Serve as the executive point of accountability for 1–3 strategic broker‑dealer/enterprise wealth accounts; build multi‑threaded relationships from operations leaders to the C‑suite and executive sponsors.
• Establish a clear value roadmap with OKRs/metrics aligned to client business goals (advisor productivity, compliance efficiency, digital adoption, asset growth, cost to serve) and ensure delivery against that plan.
• Drive Adoption, Retention & Growth
• Build and maintain multi-threaded account plans and co-develop joint success plans with executive sponsors that define outcomes, adoption targets, and success metrics/OKRs; track progress via QBR/EBR cadence and drive course corrections.
• Orchestrate cross‑platform adoption across all key modules, including CRM, Digital Onboarding, Planning, Trading & Modeling, Parrot AI, and related WealthTech capabilities; remove friction and accelerate time‑to‑value.
• Maintain clear renewal forecasts, partner with Sales on terms, and surface thoughtful expansion opportunities; contribute to GRR/NRR and account growth goals across your portfolio.
• Steer Complex Programs & Change Management
• Build repeatable playbooks for enterprise governance: EBR/QBR cadence, executive stakeholder maps, adoption plans, risk/issue logs, and success dashboards.
• Partner with Product, Engineering, and Professional Services to oversee onboarding, data conversions/migrations, integrations (custodians/clearing), and phased rollouts; proactively manage dependencies and escalations.
• Apply structured change management to drive adoption at scale across home office and advisor networks.
• Champion the Voice of the Customer
• Run a durable feedback loop into Product/Engineering, quantifying business impact and prioritizing roadmap items; represent strategic clients in CABs and roadmap forums.
• Translate client outcomes and operational use cases into crisp product requirements; validate solutions and drive successful releases and enablement.
• Operate with Data & Discipline
• Define and monitor success metrics (health scores, adoption depth, NPS/CSAT, GRR/NRR, TTV), leveraging Gainsight/ChurnZero, Salesforce, and analytics.
• Maintain executive‑ready reporting and value narratives; communicate progress, risks, and next steps with clarity and confidence.
• Establish an early‑warning system for risks (adoption, data quality, performance, compliance) and lead cross‑functional “get‑to‑green” plans with clear owners and timelines.

Benefits

• Our compensation package includes competitive base salaries, annual performance-based bonuses, and the chance to share in the equity value you and your colleagues create during your time with the company.
• We offer comprehensive health benefits, including dental, life, and disability insurance.
• We also trust our employees to manage their time effectively, which is why we offer an unlimited paid time off program to help you perform at your best every day.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 251-500 employees