Client Success Manager Lead

Wealth.com is the industry’s leading estate planning platform, empowering financial advisors to offer modern, comprehensive estate planning solutions to their clients. By combining cutting-edge technology, AI, and unmatched human expertise, we deliver a seamless experience that sets us apart. Beyond having one of the most coveted domain names in FinTech, wealth.com is a dynamic, revenue-generating startup experiencing rapid yet sustainable growth.

A key reason behind our position as the #1 estate planning platform is our team. Our people thrive in a collaborative, supportive culture that fosters innovation and makes wealth.com a place where everyone truly enjoys working. Wealth.com is certified as a Great Place to Work for 2024 and named a 2024 finalist for Fast Company’s Best Workplaces for Innovators!

About the Role

We’re looking for a Client Success Manager Lead to champion our Direct and Mid-Market customer segments, driving growth, expansion, and long-term retention. This is a player-coach role: you’ll manage your own book of business while also mentoring a small team of CSMs to deliver high-impact results at scale.

You’ll play a critical role in shaping our customer success model as we grow, balancing high-touch strategy with scalable automation to ensure every customer receives value. We’re looking for someone who is both strategic and hands-on, ready to lead by example and help us unlock the full revenue potential of our client base.

• Manage a Book of Business (Player)
• Own a portfolio of customer accounts and build trusted relationships with stakeholders
• Drive onboarding, product adoption, and measurable outcomes throughout the customer lifecycle
• Identify and act on opportunities for account expansion and growth
• Proactively manage retention risk and collaborate cross-functionally to solve challenges
• Partner with Sales on upsell and cross-sell motions, influencing revenue growth directly

• Lead a Team of CSMs (Coach)
• Manage and mentor CSMs supporting the Direct and Mid-Market segments
• Enable the team to consistently deliver value and uncover growth opportunities in their books
• Lead weekly 1:1s, pipeline reviews, and engagement planning aligned to KPIs (NRR, health scores, and adoption)
• Model best practices in account strategy, client communication, and expansion execution

• Build for Scale
• Refine lifecycle touchpoints and playbooks tailored to each customer segment
• Leverage ChurnZero and other tools to automate engagement and uncover expansion signals
• Build repeatable processes that allow the team to grow revenue without scaling linearly with headcount
• Influence strategy by identifying patterns, surfacing customer feedback, and driving operational improvements

• Expansion and growth from existing accounts becomes a consistent and measurable output
• Direct and Mid-Market customers are engaged, successful, and renewing
• CSMs are confident and empowered, with clear playbooks and coaching frameworks
• Customer Success is positioned as a growth engine for the business

• 4+ years in Customer Success, Account Management, or related SaaS roles
• Experience leading or mentoring a team, formally or informally
• A strong track record of driving customer growth and expansion
• Strategic thinking paired with the ability to build motion
• Ability to connect with clients of all sizes while balancing efficiency and impact

• Experience with ChurnZero, Salesforce, or other CS/revenue tools
• Exposure to fintech, wealth management, or advisor tech platforms
• Passion for building scalable engagement strategies across low- and mid-touch segments

• Competitive Salary.
• Fully remote, flexible work environment. We do however meet together in person several times a year.
• Full medical and dental benefits. 
• Unlimited PTO in an environment where taking time off to relax or recharge is supported and encouraged.
• Paid Parental Leave.
• Company equity managed through Carta.
• 401k with Match and 100% vesting upon hire.
• Free estate planning!

Wealth is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know.