Head of Customer Success

This is a fully remote position, open to applicants in Arizona, +22 more states.

📋 Description

• Take ownership of post-sales results for Zocks’ most significant and strategic clients, which include large RIAs, broker-dealers, banks, and other financial institutions.

• Build and lead a top-tier team of Enterprise Customer Success Managers.

• Recruit, mentor, and oversee Enterprise CSMs.

• Guide the team through intricate multi-stakeholder engagements and create pathways for development.

• Define the strategy, metrics, and operational framework for enterprise customer success.

• Drive customer adoption, utilization, value recognition, expansion, and renewals.

• Develop repeatable methodologies to assist stakeholders and increase usage in existing accounts.

• Collaborate with Sales on coordinated account strategies.

• Cultivate relationships with senior stakeholders at key accounts.

• Design and enhance customer engagement and best-practice playbooks.

• Set performance metrics and promote accountability through data-driven decisions.

• Work in tandem with Sales, Product, Engineering, and Solutions teams.

• Aggregate customer feedback to shape the product roadmap.

⛳️ Requirements

• Over 8 years of experience in enterprise customer success, strategic consulting, client advisory, or a related field.

• More than 4 years of direct leadership experience in building and managing a team.

• Previous experience in a wealthtech/fintech company or financial services institution is highly advantageous.

• Established credibility with senior stakeholders in financial services organizations.

• Capability to develop frameworks and systems that engineer customer outcomes and manage change.

• Proficiency in modern customer success practices, encompassing onboarding and implementation, product activation, value realization, and customer engagement.

• Ability to thrive in a fast-paced, ambiguous, high-growth environment while balancing strategic initiatives with practical execution.

• Strong interest in AI and its impact on wealth management and financial services.

• Background and reference checks are required as part of the onboarding process.

🏝️ Benefits

• Medical: 100% of employee premium covered (UnitedHealthcare Select Plus network, 2 plan options).

• Dental: 99% covered - Guardian, $1,500 annual benefit.

• Vision: 99% covered - Guardian/VSP, $150 frames & contacts allowance.

• FSA: Zocks matches dollar-for-dollar up to $500/year.

• Unlimited PTO.

• Paid sick time.

• 11 paid holidays.

• Birthing parent: 12 weeks fully paid parental leave.

• Non-birthing parent: 6 weeks fully paid parental leave.

• 401(k) via Guideline - Pre-tax and Roth options; low-cost Vanguard funds.

• MacBook laptop + Google Workspace, Slack, and Zoom provided.

• Equity grant - details included as part of your offer.

• Growth opportunities for high performers after 6 months.

• Collaborative, low-ego culture with intelligent and kind teammates.