Customer Success Senior Manager

Description

Overview:

Dynasty Financial Partners seeks an experienced, strategic Partner Success Manager (PSM) to join the Technology Partner Success team. This role serves as a senior technology consultant and strategic point of contact for a portfolio of Dynasty's Network Partners — the independent RIA firms that rely on Dynasty's technology ecosystem to run and grow their practices.

PSMs own the strategic relationship with their assigned partners across Dynasty's full technology stack, including proprietary platforms and integrated third-party solutions. They lead executive-level business reviews with firm leadership, drive platform adoption and ROI, identify opportunities to deepen platform utilization, and ensure partners are getting maximum value from Dynasty's technology investment. This role requires someone who can operate independently at a senior level, build trust with sophisticated advisory firms and their principals, translate complex technology into business outcomes, and help shape the broader direction of the Partner Success practice — including informally mentoring junior PSMs.

Key Responsibilities:

Strategic Partner Relationship & Executive Engagement

• Serve as the senior technology point of contact for a portfolio of Dynasty's Network Partners, owning the relationship across implementation, administration, and ongoing adoption of Dynasty's technology stack

• Lead Quarterly/Executive Business Reviews with Network Partner firm leadership and principals, presenting utilization insights, ROI, and a forward-looking technology roadmap aligned to the firm's growth objectives

• Understand each partner's business model, workflows, and growth objectives at a strategic level to identify opportunities for deeper platform adoption, new feature utilization, or additional training

• Translate complex technical information into clear, executive-ready guidance that firm leadership can act on

Training, Enablement & Implementation Support

• Organize and host training and implementation calls independently and in coordination with vendor partners

• Create training materials, visual guides, and documentation on software best practices and internal processes

• Coordinate and facilitate best-practice sharing sessions with Network Partner firms, documenting and executing on takeaways

• Support platform configurations across the Dynasty technology stack, including performance reporting, financial planning, CRM, and proprietary Dynasty tools

Product Influence & Cross-Functional Leadership

• Partner with Product & Engineering leadership to inform platform roadmap decisions based on direct and aggregated partner feedback, acting as a strategic voice for the partner base rather than a single-account feedback channel

• Informally mentor and provide guidance to junior Partner Success Managers, sharing best practices in partner strategy, technology consulting, and executive communication

• Liaise with Dynasty's Resource Partners (vendors) to support existing partnerships, perform data audits and updates, manage user permissions, and coordinate technical support

• Coordinate with Finance, Legal, Compliance, Relationship Management, and Marketing to drive operational efficiencies and complete cross-departmental initiatives

Requirements

Qualifications & Experience:

• 7-10+ years of work experience, preferably at a financial technology, wealth management, or financial services firm

• Bachelor's degree or equivalent experience; MBA a plus

• Prior experience in a Relationship Management, Product Management, Client Success, or Technology Consulting role at a financial services or fintech firm is strongly preferred

• Demonstrated experience leading executive-level business reviews and managing strategic, high-value client or partner relationships

• Experience administrating or consulting on CRM platforms (Salesforce preferred), performance reporting tools (e.g., Black Diamond, Addepar), or financial planning platforms (e.g., eMoney, MoneyGuide) is strongly preferred

• Proficiency in Microsoft 365, including intermediate or advanced knowledge of Excel, Power Automate, Power Apps, and SharePoint

What Success Looks Like:

Successful candidates will:

• Operate as a strategic advisor to firm leadership, not just a technology point of contact — building credibility at the principal/executive level

• Demonstrate excellent time management, the ability to prioritize competing partner needs, and the discipline to manage multiple concurrent strategic initiatives

• Exercise outstanding communication and executive presentation skills, with the ability to collaborate effectively across internal teams, vendor partners, and client stakeholders

• Be willing and flexible to travel onsite to partner offices nationwide, approximately 4-6 times annually

• Continuously expand their knowledge of Dynasty's technology stack, including performance reporting, financial planning, CRM, and proprietary platforms — and the integrations between them

• Manage cross-departmental initiatives in a structured way, communicating with and obtaining resources from multiple stakeholders

• Think proactively to create value, build strong rapport with partners, and identify opportunities before they become issues

• Take ownership of a portfolio of strategic partners and work independently to ensure delivery on team goals and partner satisfaction