Vice President, Client Success

This role is located in Lake Mary, FL and is ideal for a communications professional who can translate operations, regulatory, and technology changes into clear, accurate, and actionable messaging for financial advisors and clients.

About the role

In this role, you’ll make an impact by developing and delivering client-facing communications related to operational, regulatory, and technology updates. You will combine strong writing ability with documentation discipline, project management rigor, and a practical understanding of how AI can improve communication workflows and content development.

Responsibilities

• Develop and deliver client-facing communications related to operational, regulatory, and technology updates affecting financial advisors and clients.
• Write, edit, and manage a range of content, including client communications, release notes, user guides, procedural documentation, video scripts, executive communications, and other client enablement materials.
• Translate complex business and technical topics into content that is clear, concise, accurate, and audience-appropriate.
• Partner with cross-functional stakeholders across product, operations, compliance, technology, service, and business teams to gather inputs, align messaging, and drive approvals.
• Lead communications planning and execution for initiatives with multiple dependencies, timelines, and stakeholder groups.
• Own or support editorial calendars, content pipelines, publication schedules, and distribution processes.
• Use tools such as Seismic, email delivery platforms, and related communication technologies to support content distribution and audience engagement.
• Help evolve how the team uses AI and automation to improve communications practices, streamline workflows, accelerate content creation, and enhance consistency and quality.
• Track communication effectiveness, stakeholder feedback, and process improvement opportunities to continuously refine outputs.

Requirements

• 5 to 7 years of relevant experience in client communications, business communications, technical writing, content development, or a related field.
• Bachelor’s degree or the equivalent combination of education and work experience required.
• Strong experience writing for B2B audiences, ideally within financial services, wealth management, securities, fintech, or regulated industries.
• Demonstrated ability to create communications for financial advisors or external clients, especially on topics tied to operations, regulatory change, platform enhancements, or technology updates.
• Experience producing both communications content and technical/end-user documentation such as release notes, user guides, FAQs, job aids, and scripted/video-based materials.
• Exceptional project management skills, including the ability to manage multiple workstreams, meet tight deadlines, coordinate reviews, and keep complex deliverables moving in a matrixed environment.
• Excellent writing, editing, and verbal communication skills, with strong attention to detail and accuracy.
• Comfort working with structured review and approval processes, including legal, risk, compliance, and business stakeholders.
• Experience using Seismic and/or other email delivery or content distribution platforms; familiarity with Salesforce Marketing Cloud is a plus.
• Familiarity with HTML or willingness to learn.
• Practical experience using AI tools to automate or improve workflows, content creation, documentation processes, or communications practices.
• Experience such as developing client announcements, refining release notes, or organizing content for a user guide.
• A strong collaborator who can work across teams without losing momentum.
• A professional with a disciplined, detail-oriented approach who understands the importance of accuracy in a regulated environment.
• Experience in a role or roles that are not primarily media relations or brand marketing, but rather a communications focus on client clarity, operational change, and content execution.

About Us

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance.

About The Team

At BNY, our culture speaks for itself. Here’s a few of our recent awards:

• America’s Most Innovative Companies, Fortune, 2025
• World’s Most Admired Companies, Fortune 2025
• “Most Just Companies”, Just Capital and CNBC, 2025

Benefits

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

• Eligibility for an annual discretionary incentive award.
• 401(k) plan participation.
• Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and eligible dependents.
• Various paid time off benefits, such as vacation and sick time, dependent on the position offered.