Symmetry Partners - Customer Success Manager

Symmetry Partners - Customer Success Manager

The Customer Success Manager position plays a critical role in fostering and maintaining high-value client relationships while driving adoption, satisfaction, and long-term growth. This position combines client relationship management, consultative support, and strategic business development, ensuring that RIAs fully leverage the value of our investment offerings and TAMP services through the Axiom platform. The Customer Success Manager provides comprehensive training, partners with clients to develop and refine business strategies and supports customized service and growth plans aligned with each client's goals. Through ongoing engagement, regular reviews, and tailored marketing and case support, this position helps clients optimize their operations, adapt to evolving needs, and achieve sustained practice growth. This position reports to the Vice President, Platform Sales and Advisor Success.

Responsibilities:

• Conduct comprehensive training on the Axiom platform, covering both system functionality and available investment options to ensure seamless integration into client workflows.
• Offer tailored guidance on business development strategies to optimize operations and enhance client engagement.
• Collaborate with clients to build a clear strategic framework that defines their competitive advantages and identifies growth opportunities.
• Outline actionable steps to achieve business expansion goals, including targeted strategies for client acquisition and revenue growth.
• Help clients craft and refine a unique value proposition that effectively communicates their benefits to potential clients.
• Work with clients to create a customized service plan that aligns with client expectations and operational objectives.
• Conduct yearly reviews to assess the effectiveness of the service plan and outcomes achieved over the past year.
• Identify changing client needs and adjust the service approach to ensure alignment with evolving demands.
• Offer consultative support in portfolio design, generating tailored investment proposals that align with each client's unique goals and preferences in conjunction with the investment team.
• Develop personalized marketing and business development plans that support client expansion efforts.

Minimum Competencies & Qualities:

• Minimum of 5 years' experience in customer success, relationship management, or a client-facing role in the wealth management or TAMP sector.
• Series 65 certification required; experience as a financial advisor preferred.
• Familiarity with the specific needs and challenges of RIAs and the TAMP service model.
• Strong consultative skills and ability to provide strategic guidance, act as a trusted advisor, and maintain high-touch client relationships.
• Effective at managing multiple clients, tracking progress, and delivering on specific onboarding, development, and support phases.
• Excellent verbal and written communication skills to convey complex strategies in a clear, client-focused manner.
• Comfortable learning and explaining platform tools and investment strategies.