Manage a portfolio of accounts while leading a team of CSMs to drive customer success, retention, and revenue growth.
Wealth.com is the industry’s leading estate planning platform, empowering financial advisors to offer modern, comprehensive estate planning solutions to their clients. By combining cutting-edge technology, AI, and unmatched human expertise, we deliver a seamless experience that sets us apart. Beyond having one of the most coveted domain names in FinTech, wealth.com is a dynamic, revenue-generating startup experiencing rapid yet sustainable growth.
A key reason behind our position as the #1 estate planning platform is our team. Our people thrive in a collaborative, supportive culture that fosters innovation and makes wealth.com a place where everyone truly enjoys working. Wealth.com is certified as a Great Place to Work for 2024 and named a 2024 finalist for Fast Company’s Best Workplaces for Innovators!
About the Role
We’re looking for a Client Success Manager Lead to champion our Direct and Mid-Market customer segments, driving growth, expansion, and long-term retention. This is a player-coach role: you’ll manage your own book of business while also mentoring a small team of CSMs to deliver high-impact results at scale.
You’ll play a critical role in shaping our customer success model as we grow, balancing high-touch strategy with scalable automation to ensure every customer receives value. We’re looking for someone who is both strategic and hands-on, ready to lead by example and help us unlock the full revenue potential of our client base.
What You’ll Do:
- Manage a Book of Business (Player)
- Own a portfolio of customer accounts and build trusted relationships with stakeholders
- Drive onboarding, product adoption, and measurable outcomes throughout the customer lifecycle
- Identify and act on opportunities for account expansion and growth
- Proactively manage retention risk and collaborate cross-functionally to solve challenges
- Partner with Sales on upsell and cross-sell motions, influencing revenue growth directly
- Lead a Team of CSMs (Coach)
- Manage and mentor CSMs supporting the Direct and Mid-Market segments
- Enable the team to consistently deliver value and uncover growth opportunities in their books
- Lead weekly 1:1s, pipeline reviews, and engagement planning aligned to KPIs (NRR, health scores, and adoption)
- Model best practices in account strategy, client communication, and expansion execution
- Build for Scale
- Refine lifecycle touchpoints and playbooks tailored to each customer segment
- Leverage ChurnZero and other tools to automate engagement and uncover expansion signals
- Build repeatable processes that allow the team to grow revenue without scaling linearly with headcount
- Influence strategy by identifying patterns, surfacing customer feedback, and driving operational improvements
What Success Looks Like:
- Expansion and growth from existing accounts becomes a consistent and measurable output
- Direct and Mid-Market customers are engaged, successful, and renewing
- CSMs are confident and empowered, with clear playbooks and coaching frameworks
- Customer Success is positioned as a growth engine for the business
You Might Be a Fit If You Have:
- 4+ years in Customer Success, Account Management, or related SaaS roles
- Experience leading or mentoring a team, formally or informally
- A strong track record of driving customer growth and expansion
- Strategic thinking paired with the ability to build motion
- Ability to connect with clients of all sizes while balancing efficiency and impact
Bonus Points For:
- Experience with ChurnZero, Salesforce, or other CS/revenue tools
- Exposure to fintech, wealth management, or advisor tech platforms
- Passion for building scalable engagement strategies across low- and mid-touch segments
Why you'll love working for wealth.com:
- Competitive Salary.
- Fully remote, flexible work environment. We do however meet together in person several times a year.
- Full medical and dental benefits.
- Unlimited PTO in an environment where taking time off to relax or recharge is supported and encouraged.
- Paid Parental Leave.
- Company equity managed through Carta.
- 401k with Match and 100% vesting upon hire.
- Free estate planning!
Wealth is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know.
Top Skills
Churnzero
Salesforce
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