Director, Relationship Management - Family Office Services

Cresset Capital•San Francisco, CA

About The Position

Cresset is an independent, award-winning multi-family office and private investment firm committed to optimizing wealth and life for its clients. The Family Office Relationship Manager serves as the primary relationship lead and trusted advisor for Ultra-High Net Worth (UHNW) individuals and families. This role oversees the coordination of complex personal, financial, insurance, operational, governance, education, and lifestyle matters within the family office environment. The position is responsible for developing and executing relationship strategies, cultivating deep, long-term relationships built on trust and exceptional service. The Relationship Manager ensures the seamless execution of customized services aligned with family objectives, values, and legacy priorities, while maintaining accountability for client satisfaction and retention. Acting as a central point of orchestration, this role partners with internal teams, external advisors, and service providers to ensure continuity and an elevated client experience. The ideal candidate possesses strong relationship management, operational leadership, strategic thinking, emotional intelligence, discretion, and organizational skills, with the ability to navigate complex family dynamics and lead through complexity. This individual will also provide leadership and mentorship to junior team members, fostering a culture of collaboration and client-first service.

Requirements

Bachelor’s degree in Business Administration, Finance, Communications, Hospitality, Economics, or related field preferred.
10+ years of experience in family office services, private client services, client relationship management, or other high-touch UHNW client environments.
Experience supporting sophisticated UHNW individuals, families, executives, entrepreneurs, or multi-generational family structures strongly preferred.
Proven ability to manage complex relationships and coordinate multiple priorities simultaneously.
Strong organizational, communication, and problem-solving skills.
Demonstrated ability to operate with discretion and professionalism in highly confidential environments.
Experience collaborating with external advisors and coordinating multidisciplinary service providers preferred.
Ability to balance strategic relationship management with hands-on execution and operational support when necessary.

Responsibilities

Serve as the primary relationship lead and trusted point of contact for UHNW individuals and families.
Develop a deep understanding of each client’s personal preferences, family dynamics, governance structures, philanthropic interests, and long-term priorities.
Build and maintain trusted, multigenerational relationships through proactive communication, responsiveness, transparency, and exceptional service delivery.
Anticipate client needs and proactively coordinate solutions that simplify complexity and enhance the overall family office experience.
Develop customized relationship plans, meeting agendas, presentations, and follow-up action items to support evolving family objectives.
Serve as a central strategic liaison across family stakeholders and advisory networks as needed.
Maintain the highest standards of confidentiality, professionalism, and discretion in all client interactions.
Utilize Salesforce as the system of record for client data and activity.
Coordinate the delivery of integrated family office services, including family governance support, lifestyle and household coordination, accounting and bill pay oversight, cash flow and reporting coordination, philanthropic administration, trust and estate coordination, tax and legal advisor coordination, insurance and risk management coordination, and special projects and strategic initiatives.
Partner closely with internal operational and technical teams to ensure services are executed accurately, efficiently, and in alignment with established standards and family expectations.
Review reports, statements, and deliverables to ensure they are accurate, client-friendly, timely, and actionable.
Oversee onboarding and implementation processes for new family relationships and expanded service offerings.
Coordinate across multiple advisors and service providers to ensure alignment, accountability, and continuity of service delivery.
Identify opportunities to improve processes, communication workflows, and service delivery models that enhance the client experience.
Incorporate technology and digital tools to improve organization, communication, reporting, and operational efficiency.
Contribute to the growth and development of the family office platform through strong relationship management and referral generation.
Cultivate relationships with centers of influence, including attorneys, accountants, consultants, and other professional advisors serving UHNW families.
Participate in industry events, networking opportunities, and relationship-building initiatives to strengthen the firm’s visibility and reputation.
Identify opportunities to expand and enhance services based on client needs and evolving family priorities.
Support leadership with strategic initiatives, client engagement planning, pipeline management, and service enhancement opportunities.
Assist in the development of client-facing materials, presentations, and relationship management resources.
Partner collaboratively across internal teams to ensure seamless and coordinated client service delivery.
Provide mentorship, guidance, and support to junior team members and client service professionals.
Foster a culture of responsiveness, accountability, professionalism, and service excellence.
Assist with onboarding, training, and development initiatives for team members.
Support process improvement efforts and contribute strategic feedback to leadership regarding operational efficiencies and client experience enhancements.
Demonstrate exceptional judgment, professionalism, and emotional intelligence in managing sensitive client matters.
Maintain a forward-thinking mindset focused on continuous improvement and elevated client service standards.
Operate effectively in fast-paced, highly personalized, and evolving environments.
Uphold all internal policies, compliance expectations, confidentiality standards, and fiduciary responsibilities applicable to the role.
Pursue ongoing professional development and remain informed on trends, best practices, and emerging issues impacting UHNW families and family offices.