Head of Customer Success

Apply by Sept 1 | $180,000-$220,000 base + equity THE OPPORTUNITY Join a team that’s changing financial services Zocks is the #1 AI assistant for financial advisors. We help advisors automate their operational work and grow their business. 5,000+ firms use Zocks to turn client conversations into completed work. We're a venture-backed team, building something that changes how financial advisors serve their clients every day. Every role here is an opportunity to shape the product, the company, and the way an entire industry works. We hire sharp, curious, and kind people who want to do meaningful work and build something from the ground up, together. WHO YOU ARE The SHARC in the room At Zocks, we hire for SHARC - five qualities that define how our best people work and win together. S - Sharp You move fast without cutting corners. Quick decisions, thoughtful execution - you know when to act independently and when to loop in leadership. H - Hungry You're a self-starter who celebrates teammates as loudly as your own wins. Humble hustle is your default mode. A - Adaptable Startup life means things shift fast. You lean into change, pivot gracefully, and genuinely enjoy figuring out what's next. R - Resilient Building something new isn't always smooth. You bounce back stronger, see obstacles as puzzles, and never lose sight of the bigger picture. C - Curious You ask the questions others miss. You explore for fun, not just for work - and it shows in the quality of your thinking. WHAT YOU'LL DO As Head of Enterprise Customer Success, you will own the post-sales outcomes for Zocks’ largest and most strategic customers which include large RIAs, broker-dealers, banks, and other financial services firms. You will build and lead a high-caliber team of Enterprise Customer Success Managers who act as trusted advisors to these accounts, driving adoption, value and growth. You’ll be both a builder and an operator: Recruiting and developing the team, designing the playbooks and systems that let it scale, and personally engaging with executive stakeholders at our most important accounts. You’ll partner closely with Sales, Product and other teams to ensure every enterprise customer realizes measurable value from Zocks and build the team to make it repeatable. Build and lead the enterprise CS team Recruit, mentor, and manage a small team of Enterprise CSMs, setting a high bar for industry credibility, customer engagement, and product expertise. Coach the team through complex multi-stakeholder engagements, provide actionable feedback, and create clear paths for growth. Set the strategy, metrics, and operating model for the function as it scales. Drive product adoption and utilization Ensure adoption and usage by customers following Zocks best practices and optimal patterns. Build a repeatable methodology to proactively guide and advise stakeholders on how to maximize the value they get from Zocks, and identify opportunities to expand Zocks usage in existing accounts. Drive customer outcomes Own the team’s impact on value realization, expansion and renewals Partner closely with Sales to ensure coordinated account strategies that deepen engagement, demonstrate measurable value, and generate expansion and renewals. Engage with customers Build and deepen relationships with senior stakeholders at our most strategic accounts. Step into critical moments to unblock adoption, reinforce Zocks’ value, and act as a trusted advisor on how leading firms are modernizing their advisory operations. Build systems and playbooks Design and refine the customer engagement and best-practice playbooks that let the team operate consistently and effectively. Establish clear performance metrics tied to adoption, utilization, retention, and expansion, and drive accountability through data-informed decisions. Partner cross-functionally Collaborate closely with Sales, Product, Engineering, and Solutions to align on customer needs and deliver cohesive solutions. Synthesize feedback from your team and customers to influence the product roadmap, advocating for the workflows and features that matter most to enterprise wealth firms. WHAT WE'RE LOOKING FOR Requirements 8+ years of experience in enterprise customer success, strategic consulting, client advisory or similar, with 4+ years direct people leadership experience building and managing a team. Prior experience in a wealthtech/fintech company or financial services firm is a big plus Executive credibility: You speak the language of senior stakeholders in financial services firms and have the presence to earn trust up and down the organization. Operational rigor: You build frameworks and systems for engineering customer outcomes and change management Fluency in modern customer success motions including onboarding and implementation, product activation, value realization, and customer engagement. Comfort operating in a fast-paced, ambiguous, high-growth environment, balancing strategic initiatives with hands-on day-to-day execution. Strong interest in AI and how it will transform wealth management and financial services. LOGISTICS The details This is a remote position, but we are currently only able to hire candidates who reside in the following states: AZ, CA, CO, CT, FL, GA, ID, IL, IA, KS, MA, MI, NE, NJ, NV, NY, NC, OH, PA, SC, TN, TX, WA, WI Background and reference checks required as part of onboarding Interview process: 30-min recruiter screen Up to four 45-min-1 hour video interviews Offer pending references. Total estimated time: ~5 hours COMPENSATION $180,000-$220,000 base salary Equity - we're all building this together BENEFITS The full picture Health Medical: 100% of employee premium covered (UnitedHealthcare Select Plus network, 2 plan options) Dental: 99% covered - Guardian, $1,500 annual benefit Vision: 99% covered - Guardian/VSP, $150 frames & contacts allowance FSA: Zocks matches dollar-for-dollar up to $500/year Time off Unlimited PTO Paid sick time 11 paid holidays Family Birthing parent: 12 weeks fully paid parental leave Non-birthing parent: 6 weeks fully paid parental leave Financial 401(k) via Guideline - Pre-tax and Roth options; low-cost Vanguard funds Everything else MacBook laptop + Google Workspace, Slack, and Zoom provided Equity grant - details included as part of your offer Growth opportunities for high performers after 6 months Collaborative, low-ego culture with smart, kind teammates EQUAL OPPORTUNITY Zocks AI is an equal opportunity employer. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. We believe diversity drives creativity, innovation, and success — and we encourage all qualified people to apply. We may use AI tools to support parts of the hiring process. These tools assist our team but do not replace human judgment. Final hiring decisions are always made by humans.