Customer Success Manager

Location: Remote — United States Employment Type: Full-Time Experience: 3–5 years Compensation: $60,000–$80,000 base + variable compensation OTE: $100,000–$120,000 Visa Sponsorship: Not available About the Company We’re partnering with a Series A decision-intelligence platform built specifically for independent wealth management. Founded in 2017, the company helps registered investment advisors (RIAs) make better decisions and operate more efficiently through tools spanning portfolio risk analytics, compliance workflows, and advisor productivity . With a significant addressable market and strong product-market fit among mid-market and enterprise RIA clients, the company is entering an exciting growth phase. The team is under 100 employees and operates with a lean, highly accountable culture, working closely with the CEO, Head of Sales, and Head of Customer Success. About the Role The Customer Success Manager & Solutions Consultant is a high-ownership hybrid role that combines pre-sales solutions consulting with post-sale customer success. You’ll serve as the product and domain expert throughout the entire customer lifecycle — from helping win new business as the technical SME on sales calls to onboarding, training, adoption, and retention after the deal closes. Unlike traditional sales and customer success models, there is no loss of context between the sales and post-sale teams. You help win the customer, then own their success. You’ll report to the Head of Sales for pre-sale activities and the Head of Customer Success for post-sale delivery . The ideal candidate combines the follow-through and relationship skills of an exceptional CSM with the confidence and composure of a strong Solutions Consultant or Sales Engineer. What You'll OwnPre-Sale & Solutions Consulting Serve as the subject-matter expert on AE-led sales and technical calls Run tailored, workflow-specific product demonstrations based on each prospect's needs Explain product capabilities and translate complex workflows into clear business value Handle product, technical, and compliance objections live and confidently Partner with AEs to understand prospect requirements and position the platform effectively Customer Onboarding & Adoption Own new-client onboarding from initial platform setup through confident daily usage Get customers to meaningful adoption within 30 days of go-live Deliver training tailored to different firm sizes, user personas, and workflows Establish strong relationships with key customer stakeholders from day one Ensure customers understand both the product and the business value it delivers Customer Success & Retention Run regular adoption and success meetings with key stakeholders Identify customer risks early and develop plans to protect retention Monitor usage and engagement to ensure customers are getting ongoing value Identify expansion opportunities and provide the Expansion AE with complete technical and customer context Build trusted relationships with CCOs, principals, operations leaders, and other executive stakeholders Product & Enablement Maintain deep expertise in the platform and stay current on the RIA and compliance landscape Translate customer feedback into actionable product requirements, including frequency, use case, and revenue impact Create and maintain customer training materials, knowledge base articles, and recorded product walkthroughs Develop scalable resources that encourage self-service and reduce support volume Become the person AEs and customers turn to first for product and domain expertise What We're Looking For 3+ years of experience in a customer-facing product role within wealth management, advisor technology, or compliance software Background in Customer Success, Solutions/Sales Engineering, Implementation, Onboarding, Technical Account Management, or a similar function Demonstrated ability to run live product demonstrations and confidently handle technical and compliance objections without immediately escalating Proven experience onboarding software customers, driving product adoption, and contributing to client retention Strong RIA and compliance domain knowledge , including familiarity with advisor ROI, CCO audit risk, custodians, ADV, fiduciary responsibilities, and RIA structures Excellent executive communication skills with the ability to build credibility with CCOs, principals, operations leaders, and other senior stakeholders Strong follow-through and CRM discipline with the ability to independently manage responsibilities across the entire customer lifecycle Comfortable operating in a growth-stage company with fewer than 100 employees and without a fully built-out playbook Ability to balance commercial awareness with a genuine customer-first mindset Nice to Have Experience at a wealthtech company serving RIAs or IBDs, such as Orion, SS&C Black Diamond, Addepar, Tamarac, Envestnet, Morningstar, Nitrogen, Advyzon, InvestCloud, Docupace, or COMPLY Experience spanning both pre-sale solutions consulting/sales engineering and post-sale CSM or onboarding HubSpot CRM experience Familiarity with Gong or similar sales intelligence tools Experience working with major custodian ecosystems such as Schwab, Fidelity, or Pershing Existing relationships with CCOs, CIOs, principals, or advisory leaders at RIA or IBD firms What Makes This Role Different This is an opportunity to own the customer relationship before and after the sale . Rather than handing customers off between sales, implementation, and customer success, you'll maintain the context from the initial demo through onboarding, adoption, and long-term retention. You'll have a direct impact on revenue, customer outcomes, and product development while working closely with senior leadership in a lean, fast-moving organization. If you're someone who understands both how RIAs operate and how to translate technology into business value , this role offers significant ownership and visibility. Compensation & Details Base Salary: $60,000–$80,000 OTE: $100,000–$120,000 Variable Compensation: Tied to GRR, NRR, and customer trainings Location: Remote, United States Employment: Full-time Experience: 3–5 years Visa Sponsorship: Not available