Client Success Manager Lead, Wealth.com

• 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
• 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

Desirable

• 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
• 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