Head of Customer Experience

Head Of Customer Success

Wealth.com is the industry's leading AI-powered estate and tax planning platform, empowering thousands of wealth management firms to modernize how planning guidance is delivered to clients. Purpose-built for financial institutions, Wealth.com is the only tech-led, end-to-end platform that enables firms to scale estate and tax planning with efficiency, consistency and measurable client impact.

We're hiring a Head of Customer Success to own the post-sale experience Support and Onboarding for Wealth.com's advisors and their end clients. As leader of Customer Success, you will have the unique opportunity to unify and build out a single, scalable customer experience function and build the infrastructure to carry it through our next 1824 months of growth.

This is primarily a process, people, and systems leadership role not a hands-on delivery seat. You'll spend most of your time designing the operating model, coaching the team, and building the technology and workflow backbone that lets a lean team support a fast-growing advisor base. That said, we're still a company where everyone gets their hands dirty when it counts, and you should be comfortable stepping into a ticket, a call, or an onboarding session when the moment calls for it.

What You'll Do

• Strategic Leadership

  • Define the vision and multi-year roadmap for Customer Success, including Support, Onboarding, and Enablement, as our customer base scales in volume and complexity

  • Build a high-performing team with clear structure, ownership, and accountability hiring, developing, and retaining talent who are genuinely committed to serving customers well

  • Champion AI and automation as a lever for scaling the function

  • Set and own the KPIs that define success for the function and report on them to leadership

• Operational Excellence

  • Build and continuously refine scalable onboarding frameworks, support models, and workflows that hold up as customer segments and product complexity grow

  • Establish the SOPs, tooling, and escalation paths that let the team operate consistently at scale

  • Own the operating cadence for the function regular reviews of volume, themes, and friction points so issues surface early and get resourced before they become churn risk

  • Ensure every process decision is evidence-based and defensible: instrument the funnel so claims about what's working (or not) can be shown, not asserted

• Cross-Functional Collaboration

  • Partner with Sales and Account Management to build a seamless, connected customer lifecycle from handoff at close, through onboarding, to renewal and expansion conversations

  • Partner with Product and Design to ensure the customer experience evolves in lockstep with the product, translating what customers actually need into clear input for the roadmap

  • Represent the voice of the customer in cross-functional planning, ensuring CS isn't just executing decisions made elsewhere but shaping them

What You'll Bring

• A track record of owning outcomes, not just inheriting them you can speak to specific changes you drove (an incentive redesign, a new lifecycle program, a support model overhaul) and the data behind why they worked.

• Demonstrated people leadership real examples of getting a team aligned and moving in the same direction, not just "I managed a team of X."

• Comfort operating with ambiguity and speed. A blend of institutional rigor and startup adaptability in either order is ideal.

• Executive presence: polished communication and the ability to present data and recommendations directly to leadership.

• Genuine empathy for the financial advisor's experience understanding that a bad moment for their end client reflects directly back on them, and that timing (a task due before a client meeting in the next hour) can matter as much as the task itself.

• Experience leading Support and/or Onboarding through Series A/B through the next stage of growth, and ability to translate that playbook into Wealth.com; or experience from a more established Customer Success/Experience function where you can see 1824 months ahead and are ready to apply that experience proactively rather than reactively.

Nice to Have

• Experience in fintech or another regulated, relationship-driven vertical.

• Experience standing up or scaling an AI-assisted support model (e.g., Intercom/Fin or similar).

• Experience building both enterprise/institutional and SMB-style onboarding motions in parallel.

Benefits & Perks

• Hybrid work arrangement in New York City (3x a week)

• Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees.

• 100% company-paid basic life insurance, short-term and long-term disability insurance.

• 100% paid parental leave upon eligibility.

• Company equity managed through Carta.

• 401k with match and 100% vesting upon hire.

• Flexible PTO in an environment where taking time off to relax or recharge is supported and encouraged.

• Take time off for holidaysand yes, your birthday counts too. Celebrate, relax, and recharge without thinking twice.

• Free estate planning for life!

Wealth is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know.