Client Success Manager Lead

Summary

Join Wealth.com as a Client Success Manager Lead and champion our Direct and Mid-Market customer segments, driving growth, expansion, and long-term retention. This player-coach role involves managing your own book of business while mentoring a team of CSMs. You will shape our customer success model, balancing high-touch strategy with scalable automation. Success involves measurable expansion and growth from existing accounts, engaged and successful customers, confident and empowered CSMs, and positioning Customer Success as a growth engine. The ideal candidate has 4+ years in Customer Success, Account Management, or related SaaS roles, experience leading a team, and a strong track record of driving customer growth. Wealth.com offers a competitive salary, full remote work, full medical and dental benefits, unlimited PTO, paid parental leave, company equity, 401k matching, and free estate planning.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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!