Customer Success Manager – Executive & Family Office

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the dedicated concierge from the moment the contract is signed.

• Assist clients during the onboarding process to ensure they are fully protected.

• Oversee the onboarding for households and families.

• Organize services that are part of each client engagement.

• Manage ongoing client relationships through regular check-ins and milestone assessments.

• Provide a reliable point of contact during covered hours, transitioning to the wider team outside of those hours.

• Address on-demand requests and manage escalations.

• Clarify security activities and their rationale to enhance client trust.

• Collaborate with Engineering to identify and resolve issues.

• Convert technical concepts into understandable language for non-technical clients.

• Maintain strict confidentiality with sensitive personal information.

• Assist in creating concierge playbooks, standard operating procedures (SOPs), and handoff processes.

• Identify recurring client needs to inform product development and tools.

• Participate in defining engagement scope and staffing.

⛳️ Requirements

• Background in a high-touch client-facing role such as customer success, solutions engineering, executive/personal protection, concierge, or technical support.

• Strong practical technical troubleshooting abilities.

• Familiarity with security tools, devices, and systems.

• Outstanding communication skills and high emotional intelligence.

• Sound discretion and judgment when dealing with highly sensitive personal information.

• Ability to operate effectively in ambiguity and develop processes from the ground up.

• Fundamental discretion and integrity.

• Capability to forge strong virtual relationships.

• Ability to remain composed and professional with political, cultural, and high-profile clients.

• Background in privacy, identity, personal/executive security, or protection is a plus.

• Experience in early-stage or as a first hire is advantageous.

• Experience serving high-net-worth individuals, family offices, or C-suite executives is preferable.

🏝️ Benefits

• Projected base salary of $150K–$200K.

• Equity.