Director of Customer Success

Gulf Coast Automation Group•Chicago, IL

8h•$140,000 - $150,000•Hybrid

About The Position

TalentFish is seeking a Director of Customer Success for a fast-growing wealth management technology platform that is scaling through an active acquisition strategy. 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 live.

Requirements

5-10 years in a product, customer success, or platform operations role, ideally at a wealth-focused SaaS or financial services technology company
Demonstrated track record of driving software adoption and expanding platform usage across a user base
Comfortable learning how users interact with complex toolkits and building solutions through configuration and training, not just documentation
Able to translate software capabilities and workflow configurations into business outcomes, ideally with the ability to connect these to P&L impact
Strong relationship management skills with a track record of high client satisfaction scores
Hands-on experience with core wealth management technology systems, including CRM, portfolio accounting, trading/rebalancing, client portal, and custody platforms
Comfortable in Excel and PowerPoint, with demonstrated use of AI tools in a professional setting
Human-centered approach — understands that people's emotions, perspectives, and experiences are essential to good leadership and decisions
Strong business insight — understands how the business creates value and how decisions affect customers
Authorization to work in the U.S. without current or future visa sponsorship

Responsibilities

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