Client Success Manager

About the role

We're looking for a Client Success Manager to build out and own the client success and support function for our HNW/UHNW clients and the professional service firms (RIAs, family offices, estate attorneys, CPAs) who serve them. This is a newly defined role. Historically, client-facing work at our company has been handled through a concierge model—high-touch, largely manual, data-entry-heavy support delivered by our Concierge Team. As we scale, we need someone who brings traditional Client Success and Support rigor, proactive account health monitoring, structured onboarding, ticketing discipline, renewal/retention ownership, and client communication cadences — while still being comfortable rolling up their sleeves on concierge-style work when white-glove service calls for it. You'll partner closely with our Implementation Manager on onboarding and leafplan build-out, and with our Director of Concierge Services (upon her return from leave) to establish a clearer division of labor between "Client Success" and "Concierge" going forward. During the Director's 6-week maternity leave, you will also help ensure continuity of service for existing concierge clients.

Responsibilities

• Own the end-to-end post-sale client experience through onboarding, adoption, retention, renewal, and expansion for a portfolio of HNW/UHNW clients and professional service firm accounts.
• Build and manage a real support function in HubSpot and JIRA — triaging, prioritizing, and resolving client tickets/requests with clear SLAs, rather than ad hoc handling.
• Establish and track account health indicators (usage, engagement, satisfaction, risk signals) and proactively intervene before issues escalate.
• Manage the client communication cadence—check-ins, QBRs, education, renewal conversations—using HubSpot to track relationship history, touchpoints, and pipeline/renewal status.
• Serve as an escalation point for complex or sensitive client issues, particularly those involving billing (Stripe) or account status.
• Partner with the Implementation Manager on new client onboarding, including leafplan build-out, configuration, and data setup.
• Step in on concierge-style, white-glove tasks as needed, particularly for top-tier UHNW relationships where a more hands-on, done-for-you approach is expected.
• Help define where "Client Success" ends and "Concierge" begins, and document those handoffs so the distinction is clear to the team and to clients.
• Design and deliver leafplan completion and coaching plans including structured outreach sequences that drive clients toward full plan completion and sustained engagement.
• Create clear, professional client-facing communications (emails, guides, check-in scripts) that reflect the trust and discretion HNW/UHNW clients and their advisors expect.
• Train clients