Head of Client Experience

Job Description

Job Description

Description

Job Title: Head of Client Experience

Location: New York, NY

Department: Sales / Operations

Reports To: Chief Executive Officer or Chief Operating Officer

Position Summary:

WealthPlus is a comprehensive workplace solution that’s reimagining the modern benefit stack. We bring simplicity, flexibility, and clarity to employee financial wellness and plan management through a single, unified platform. Our all-in-one solution empowers organizations to build customized benefit programs tailored to their unique goals. With seamless single sign-on and an integrated experience, managing plans, participants, and accounts becomes streamlined and efficient. At WealthPlus, we’re redefining how organizations and individuals think about workplace benefits— making the future of financial wellness more accessible, transparent, and personal. Join a dynamic team that is shaping the future of wealth and workplace technology!

The Head of Client Experience will lead the strategy, structure, and execution of the WealthPlus client experience across implementation, customer success, and participant services. This senior leader will be responsible for building and managing the teams and service standards that support clients and partners across the WealthPlus ecosystem.

This role is ideal for an experienced operational and client-facing leader who understands how to scale service in a fintech or recordkeeping environment. The Head of Client Experience will partner closely with Product, Technology, Operations, Sales, and Compliance to ensure plan sponsors, advisors, TPAs, participants, and strategic partners receive consistent, responsive, and high-quality experience from onboarding through ongoing relationship management.

Experience in retirement, recordkeeping, wealth technology, or workplace benefits is strongly preferred.

• Lead and scale the client experience organization across implementation, post-implementation client success, and participant servicing, ensuring a seamless and high-quality experience across the full client lifecycle.
• Build and manage the structure, processes, service model, and leadership rhythms for each function, including onboarding, plan launch, relationship management, issue resolution, participant support, and internal handoffs.
• Define and implement customer service standards across all client-facing teams, including response times, resolution expectations, communication protocols, escalation rules, playbooks, and operating dashboards to drive consistency, accountability, and continuous improvement.
• Oversee new client onboarding and implementation in partnership with internal teams and external stakeholders, while ensuring strong post-launch transition into ongoing client success and participant servicing.
• Serve as a senior escalation point for complex client, partner, employer, participant, and TPA issues, ensuring timely resolution, clear communication, and strong cross-functional coordination.
• Partner closely with Product, Technology, Sales, Operations, and Compliance to improve workflows, reduce manual friction, strengthen client satisfaction, and build a scalable service model that can support WealthPlus growth.

Education & Experience:

• Bachelor’s degree in Business, Finance, Operations, Information Systems, or a related field.
• 10+ years of experience in client experience, implementations, operations, relationship management, or service leadership within fintech, financial services, recordkeeping, benefits, wealth management, or enterprise SaaS.
• 5+ years of people leadership experience, including building, scaling, and managing client-facing teams or managers.
• Proven experience developing implementation processes, client success programs, service standards, KPIs, escalation workflows, and executive-level client relationships.

Skills & Knowledge:

• Strong understanding of fintech, recordkeeping, retirement plans, workplace benefits, or wealth management operations.
• Proven ability to build scalable client experience, implementation, support, and success functions.
• Experience defining and managing KPIs, SLAs, service standards, playbooks, and escalation workflows.
• Excellent relationship management and communication skills across clients, advisors, TPAs, sponsors, partners, participants, and executives.
• Strong cross-functional leadership with Product, Technology, Sales, Operations, Compliance, and Finance teams.
• Comfortable using CRM, ticketing, reporting, and collaboration tools such as Salesforce, Jira, Confluence, Zendesk, Intercom, Gainsight or similar platforms.

Preferred:

• Experience in 401(k), 403(b), retirement plan recordkeeping, TPA services, payroll integrations, wealth management, or employee benefits technology.
• Familiarity with plan administration workflows, including implementation, payroll, eligibility, vesting, contributions, participant servicing, reporting, loans, distributions, and notices.
• Experience supporting advisors, TPAs, plan sponsors, employers, and participants in a multi-stakeholder service model.
• Experience building client success or implementation teams from the ground up.

• Competitive base salary: $180,000 - $200,000 commensurate with experience and geographic market.
• Annual discretionary bonus and equity opportunities.
• Comprehensive benefits package including medical, dental, vision, and paid time off.
• Opportunity to build and lead a core function within a fast-growing fintech platform.