Client Success Lead

About the role

Kestra Financial is a wealth‑management platform that empowers independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. The Client Service Director is a senior individual‑contributor role within the Client Service team, responsible for delivering an exceptional service experience to a defined group of financial advisors. This position blends relationship management, operational expertise, and cross‑functional coordination, acting as the key point of contact for complex service matters and advocating for advisors across internal teams.

Responsibilities

• Act as the primary point of contact for all service‑related matters for the assigned advisor segment.
• Develop a deep understanding of each firm’s structure, service preferences, and long‑term goals.
• Own and manage escalations from intake to resolution, coordinating with internal teams to deliver timely, effective outcomes.
• Build strong partnerships with Business Development, Relationship Management, and internal teams to align on operational strategies that support growth and retention.
• Serve as the client’s internal advocate, ensuring their voice is represented in decisions and that escalations are resolved with care and urgency.
• Respond promptly to client concerns and inquiries, maintaining the highest levels of satisfaction and retention.
• Proactively flag at‑risk relationships and lead cross‑functional efforts to address service gaps and retain client confidence.
• Analyze advisor feedback, service metrics, and operational data to identify themes and areas for improvement.
• Lead or contribute to initiatives aimed at improving advisor experience, increasing efficiency, or reducing service risk.
• Collaborate with peers and leadership to define best practices and implement scalable service enhancements.
• Support enterprise projects, platform updates, or new initiatives with a client‑focused lens, ensuring service continuity and change readiness.
• Bring thoughtful structure and strategy to ambiguous problems; assess root causes and propose high‑impact solutions.
• Partner with other service directors to maintain consistency and share best practices across the client experience.

Requirements

• 8+ years of experience in client service, operations, or relationship management, preferably within financial services.
• 5+ years of experience in a leadership or client‑facing strategic role with cross‑functional collaboration.
• 3+ years of broker‑dealer experience.
• Strong understanding of brokerage, advisory, or investment products and services.
• Experience supporting or working closely with financial advisors (highly preferred).
• Familiarity with CRM systems, workflow tools, and financial platforms (a plus).
• Proven ability to handle escalations and complex client requests.
• Ability to build rapport and trust in a fast‑paced, professional environment.
• Strong process orientation with an eye toward scalability and efficiency.
• Proactive, solution‑oriented mindset focused on delivering value to clients.
• Problem‑solving and decision‑making skills with attention to process and risk.

Certificates, Licenses, Registrations

• SIE (Securities Industry Essentials) – required.
• Series 7 License – required.
• Series 24 License – preferred.

Internal Application Policy

Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. They must also have at least 1 year of service in their current role unless approved by the EVP.

Benefits

• Competitive pay and benefits with a large employer (over 1,600 employees nationwide).
• 401(k) plan.
• Health insurance.
• Supportive, collaborative environment committed to professional excellence.
• Opportunities to help clients navigate meaningful financial decisions with confidence.
• Training, development, and long‑term growth opportunities within the firm.
• Tuition reimbursement for qualified expenses.

Kestra Values

• Serve
• Make it Happen
• One Team