Customer Success Lead

Director of Customer Lead

TalentFish is casting a line for a Customer Success Lead. This role is formally titled Director however the role does not have direct reports you will be leading the Customer Success Technology pillar reporting to the CIO and managing the technology services tools and vendors. This is a Direct Hire role, onsite, for a fast-growing wealth management technology platform that is scaling through an active acquisition strategy. This position exists to own the post-onboarding success of partner firms on the organization's core technology platform, driving continued adoption, service expansion, and advisor satisfaction after firms go live.

Ideal Experience

• 5-10 years in a product, customer success, or platform operations role, ideally at a wealth-focused SaaS or financial services technology company
• Demonstrated track record of driving software adoption and expanding platform usage across a user base
• Comfortable learning how users interact with complex toolkits and building solutions through configuration and training, not just documentation
• Able to translate software capabilities and workflow configurations into business outcomes, ideally with the ability to connect these to P&L impact
• Strong relationship management skills with a track record of high client satisfaction scores
• Hands-on experience with core wealth management technology systems, including CRM, portfolio accounting, trading/rebalancing, client portal, and custody platforms
• Comfortable in Excel and PowerPoint, with demonstrated use of AI tools in a professional setting
• Human-centered approach understands that people's emotions, perspectives, and experiences are essential to good leadership and decisions
• Strong business insight understands how the business creates value and how decisions affect customers

Skills Used in this Position

• Own the handoff mechanism from onboarding completion to ongoing advisor success, ensuring no firm falls through the gap between go-live and full adoption
• Establish and track success measures for continued platform adoption, including time savings, feature coverage, usage volumes, and advisor satisfaction
• Build and maintain a cadence of continuing education, feature rollouts, and expansion conversations with existing partner firms
• Identify and close adoption gaps through workflow configuration, training, or creative use of available platform functionality
• Translate platform capabilities into business outcomes advisors care about, including saved time, consistency of execution, and P&L impact where possible
• Serve as the primary relationship owner for partner firms post-onboarding, managing ongoing satisfaction and net promoter score
• Stay current on the platform's evolving features and adjacent point solutions in the wealth management space

Compensation Information

The expected salary range for this position is $140,000 - $150,000 per year, depending on experience and qualifications. This role also qualifies for comprehensive benefits such as health insurance, 401(k), and paid time off. TalentFish is committed to pay transparency and equal opportunity. The salary range provided is in compliance with applicable state and federal regulations. This role requires authorization to work in the U.S. without current or future visa sponsorship. All offers are contingent upon the completion of a background check, which may include but is not limited to reference checks, education verification, employment verification, drug testing, criminal records checks, and any required certifications or compliance requirements based on the end client's background check policies and applicable laws. TalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening, and our unique platform. TalentFish focuses on providing the best employee, consultant, and client experience possible. At TalentFish we are an Equal Opportunity Employer; we embrace and encourage diversity!