Client Success Lead

Client Success Lead

For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.

Base Salary: $90,000 – $120,000, commensurate with experience

CircleBlack is looking for a Client Success Lead to own the day-to-day success of a portfolio of advisor relationships. This person will help independent RIAs get more value from the platform, deepen adoption across critical workflows, build durable client relationships, and make renewal conversations a natural extension of demonstrated value.

This is a hands-on role for someone who is close to clients, comfortable with operational detail, and able to coordinate across support, onboarding, product, engineering, sales, and leadership to move issues, adoption priorities, and client commitments to clear resolution.

About CircleBlack

CircleBlack is a unified WealthTech platform purpose-built for independent RIAs. We support more than 300 advisory firms and 2,000 advisors with the data foundation and operating environment they need to run better client-service, portfolio, reporting, CRM, billing, document-management, and workflow processes.

At the center of CircleBlack is a multi-custodian data foundation that aggregates, normalizes, reconciles, and organizes advisor and client information across critical workflows. As AI becomes increasingly important to advisory firms, CircleBlack is focused on embedding AI-enabled capabilities into the platform on top of trusted portfolio, performance, CRM, and document data, helping firms operate with more clarity, consistency, and intelligence.

The Role

As Client Success Lead, you will be the primary day-to-day owner for a defined portfolio of CircleBlack advisor client relationships. Your mandate is to strengthen trust account by account: making onboarding smoother, adoption deeper, support more coordinated, and retention easier because clients understand and experience the value of CircleBlack.

You will report to the Chief Client Officer and help bring CircleBlack's client experience strategy to life through disciplined execution, clear communication, and strong follow-through. In a small-company environment, you will be expected to step into the work where needed, create clarity when ownership is ambiguous, and keep clients informed on what is happening, what comes next, and how CircleBlack is helping their firm operate better.

What You'll Do

• Client Relationships & Value Delivery

• Own the day-to-day success of assigned advisor relationships, ensuring clients have clear plans, coordinated support, strong adoption, and visible progress against their goals.

• Understand each firm's business model, workflows, users, client base, goals, and operating priorities, then connect CircleBlack capabilities to what the firm is trying to accomplish.

• Build trusted relationships with firm principals, COOs, operations leads, advisors, and platform users by being responsive, prepared, commercially aware, and genuinely useful.

• Onboarding, Adoption & Client Experience

• Partner with onboarding, implementation, training, and support teams to move clients smoothly from implementation into steady-state success.

• Drive adoption across core CircleBlack workflows, including reporting, portfolio management, CRM, billing, document management, and current and planned AI-enabled capabilities.

• Lead regular client check-ins and business reviews using adoption data, support themes, client goals, and open action items to drive clear next steps.

• Retention, Renewal Readiness & Growth

• Identify at-risk relationships early, document the underlying issues, and coordinate the right internal resources to address them with urgency and clarity.

• Maintain a clear view of client health, stakeholder engagement, adoption, open support themes, renewal readiness, and value delivered ahead of renewal conversations.

• Surface and support expansion opportunities within the existing client base, including broader usage, additional capabilities, increased seats, and growth tied to firms scaling their operations.

• Voice of the Client & Operating Discipline

• Package client feedback, workflow patterns, product gaps, and recurring themes for the Chief Client Officer, Product, Engineering, and leadership with enough context for teams to act.

• Maintain accurate client records, success plans, meeting notes, health indicators, escalation histories, renewal inputs, and follow-up commitments.

• Reinforce service standards, escalation procedures, SLA expectations, and client communication frameworks while helping clients navigate issues that require coordination across teams.

Who You Are

• You likely have 4–8+ years of experience in client success, account management, implementation, relationship management, wealth management, financial services, B2B SaaS, or fintech.

• You are comfortable working with independent advisory firms, financial advisors, operations teams, or similar client stakeholders.

• Familiarity with RIAs, custodians, portfolio reporting, CRM, billing, document management, or advisor technology is strongly preferred.

• You build trust deliberately, maintain it consistently, and understand the difference between a client who is merely satisfied and one who is genuinely successful.

• You can read adoption data, spot support patterns, understand client health signals, and translate them into specific actions.

• You are organized and disciplined, able to manage multiple client priorities, track follow-ups, coordinate internal resources, and keep momentum across complex relationships.

• You are commercially aware and understand how adoption, satisfaction, renewal readiness, expansion opportunities, and net revenue retention contribution connect to durable client relationships.

• You communicate clearly and calmly, especially when issues are complex, clients are frustrated, or multiple internal teams need to be aligned.

How Success Will Be Measured

Success will be measured by the health, performance, and operating discipline of your assigned client portfolio, including client health and satisfaction; product adoption and utilization; onboarding-to-steady-state success; renewal readiness and net revenue retention contribution; escalation and follow-through discipline; quality of client communication; early identification of retention risks; support for expansion opportunities; and accuracy of client documentation.

The strongest Client Success Leads at CircleBlack will make clients feel known, supported, and confident that the platform is helping their firm operate better. xhyhwjd

Compensation

Base Salary:

$90,000 – $120,000, commensurate with experience

Incentive Compensation:

Annual bonus tied to product and business performance metrics

Benefits

Comprehensive health, dental, and vision coverage; 401(k); generous PTO

Why This Role

CircleBlack is built for a market that is fragmented, consolidating, technology-hungry, and underserved by platforms built for a different era. This is an opportunity to help shape the client success function at a company where client experience, product adoption, data quality, and AI-enabled workflows are becoming increasingly central to how advisory firms operate.