Team Lead, Client Success

Vanguard • Malvern, PA

7d • Hybrid

About The Position

At Vanguard, we don't just have a mission—we're on a mission. To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.

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Requirements

• Minimum of 3+ years related financial services experience; client services experience preferred
• Prior supervisory experience preferred, or demonstrated readiness to lead others
• Undergraduate degree or equivalent combination of training and experience required
• This job requires Series 7 and Series 63 regulatory licenses (e.g. FINRA, state, SFC). Compliance determined licenses and registrations based on role specific requirements and responsibilities.

Responsibilities

• Leads and develops a frontline client success team. Hires, evaluates, and coaches Client Case Representatives (IC4). Sets clear expectations, builds skill through hands‑on coaching, and provides timely, actionable feedback aligned with HR policies.
• Owns the team’s daily operating rhythm. Manages workflow, coverage, quality, and service‑level commitments. Ensures the team is focused, prepared, and executing effectively across proactive outreach and reactive retention moments.
• Engages directly with clients. Handles complex or escalated client scenarios and models high‑quality client interactions. Maintains firsthand understanding of client friction, needs, and decision drivers.
• Serves as the frontline voice of Client Success. Surfaces insights, trends, and improvement opportunities to the M3 Manager based on crew feedback and direct client interactions. Contributes ideas and identified needs that inform strategy, pilots, and workflow evolution.
• Builds strong internal partnerships. Works closely with internal teams to resolve client issues, coordinate handoffs, and ensure compliance with Vanguard policies and regulatory expectations.
• Supports pilots and change adoption. Helps test and scale new outreach approaches, tools, and routing strategies by coaching the team through change and providing real‑time feedback on execution impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager