Head of Customer Experience

The role

You will own the post-sale experience including Support and Onboarding for advisors and end clients. You will design the operating model, coach the team, and build the technology and workflow backbone for the customer experience function.

What you will do

• Define the vision and multi-year roadmap for Customer Success
• Build a high-performing team through hiring, developing, and retaining talent
• Champion AI and automation to scale the function
• Set and own KPIs and report on them to leadership
• Build and refine scalable onboarding frameworks, support models, and workflows
• Establish SOPs, tooling, and escalation paths
• Own the operating cadence for the function
• Partner with Sales and Account Management to build a connected customer lifecycle
• Partner with Product and Design to translate customer needs into roadmap input
• Represent the voice of the customer in cross-functional planning

Required qualifications

• Track record of owning outcomes and driving specific changes with data
• Demonstrated people leadership
• Comfort operating with ambiguity and speed
• Executive presence with polished communication and ability to present to leadership
• Empathy for the financial advisor's experience
• Experience leading Support and/or Onboarding through Series A/B through the next stage of growth, or experience from an established Customer Success/Experience function

Nice to have

• Experience in fintech or another regulated, relationship-driven vertical
• Experience standing up or scaling an AI-assisted support model
• Experience building both enterprise/institutional and SMB-style onboarding motions in parallel

Benefits

• Medical, dental, and vision insurance options
• 100% company-paid basic life insurance
• 100% company-paid short-term and long-term disability insurance
• 100% paid parental leave upon eligibility
• Company equity managed through Carta
• 401k with match and 100% vesting upon hire
• Flexible PTO
• Paid holidays and birthday
• Free estate planning for life

About the company

Wealth.com is an AI-powered estate and tax planning platform for wealth management firms. It is a tech-led, end-to-end platform designed to help firms scale estate and tax planning.