Vice President of Customer Success

Core Responsibilities

• Build the proactive outbound motion that converts existing advisors into repeat referrers — segmented sequences across LinkedIn/Sales Navigator, DM outreach, and nurture — moving the team from reactive support to a data-driven activation machine.
• Segment the advisor base (never-referred vs. actively referring) and target accordingly, using platform, CRM, and enrichment data to model and prioritize high-potential advisors.
• Own referral-volume growth against monthly targets and the structure/coaching the frontline team needs to hit them.
• Own advisor and client NPS and the analytics connecting engagement to referral behavior; report KPIs to the board.
• Lead the advisor success and client success directors; set goals, build process, and scale both teams as headcount grows.
• Own the post-handoff operating system: as partnerships bring in opportunities, convert each into a functioning, referring relationship.
• Run the launch playbook — confirmed registration/SSO, advisor communications, launch webinar, and 30/60/90-day follow-through — and post-launch reviews.
• Own CRM data discipline and governance; set the boundary between CRM-based engagement and the proprietary client platform.
• Drive consistent data and reporting norms so leadership and the board have a unified view of the customer journey.

Qualifications

• Senior leadership experience owning a customer-facing operating function and accountable for retention, engagement, and growth metrics.
• Demonstrated ability to build a proactive activation or demand/referral engine — not just steward reactive support.
• Track record building repeatable processes and scaling teams in a high-growth environment.
• Strong analytical instincts: turns cross-functional data into structured insight and board-ready reporting.
• Effective cross-functional operator who drives execution — and holds external partners accountable to outcomes — through influence and rigor.
• Wealth management or legal-services familiarity is a plus.

Benefits

• Lucrative equity offering
• Dynamic bonus structure
• 401k with competitive matching
• Health Insurance
• Paid-Time Off
• Flexible Hours

Location

• Remote
• Periodic travel for board meetings, enterprise partner launches, and team off-sites