We're hiring a Head of Customer Experience to own the post-sale experience — Support and Onboarding — for Wealth.com's advisors and their end clients. As leader of Customer Success, you will have the unique opportunity to unify and build out a single, scalable customer experience function and build the infrastructure to carry it through our next 18–24 months of growth.

This is primarily a process, people, and systems leadership role — not a hands-on delivery seat. You'll spend most of your time designing the operating model, coaching the team, and building the technology and workflow backbone that lets a lean team support a fast-growing advisor base. That said, we're still a company where everyone gets their hands dirty when it counts, and you should be comfortable stepping into a ticket, a call, or an onboarding session when the moment calls for it.

Strategic Leadership

Define the vision and multi-year roadmap for Customer Success, including Support, Onboarding, and Enablement, as our customer base scales in volume and complexity

Build a high-performing team with clear structure, ownership, and accountability — hiring, developing, and retaining talent who are genuinely committed to serving customers well

Champion AI and automation as a lever for scaling the function

Set and own the KPIs that define success for the function and report on them to leadership

Operational Excellence

Build and continuously refine scalable onboarding frameworks, support models, and workflows that hold up as customer segments and product complexity grow

Establish the SOPs, tooling, and escalation paths that let the team operate consistently at scale

Own the operating cadence for the function — regular reviews of volume, themes, and friction points — so issues surface early and get resourced before they become churn risk

Ensure every process decision is evidence-based and defensible: instrument the funnel so claims about what's working (or not) can be shown, not asserted

Head of Customer Success

Responsibilities

Qualification

Preferred

Benefits

Company

Wealth Com

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