Director of Client Experience, Betterment
$170-190k
More information about location
4 days a week in office
Banking and investment app
Be an early applicant
Banking and investment app
501-1000 employees
Be an early applicant
$170-190k
More information about location
4 days a week in office
501-1000 employees
Company mission
To make people’s lives better.
Role
Who you are
- The ideal candidate is a collaborative change agent with proven success leading client-facing teams in a regulated financial services environment
- 8+ years of leadership experience in client-facing roles within financial services or adjacent industries; experience leading through people managers preferred
- Proven track record of building and scaling client-facing teams in high-growth or transformation-oriented environments
- Demonstrated ability to balance client centricity with scale, operational efficiency, and revenue growth
- Strong analytical skills with experience using data to identify trends, shape strategy, and drive measurable outcomes
- Comfortable operating in a regulated industry and partnering effectively with Compliance
- Skilled at leading change, with experience building buy-in across senior leadership and cross-functional peers
- Excellent communicator, able to represent the voice of the client internally and inspire confidence with external stakeholders
- Experience with Salesforce, Planhat, and related client success/project management tools is a plus
What the job involves
- Betterment at Work is seeking a seasoned Director, Client Experience to lead and scale our client-facing servicing teams
- This role is critical in shaping the future of how we deliver value to our 401(k) plan sponsor clients from the time of onboarding through ongoing servicing
- Our clients span across a wide spectrum of sizes, with a growing emphasis on our rapidly expanding small to mid-plan segment
- Reporting into the Senior Director, B2B Client Experience, you will be accountable for driving scale, innovation, plan retention, and exceptional client experience
- You will lead people managers and their teams, ensuring they are empowered to deliver outstanding service, while also building the structures, frameworks, and processes needed to meet ambitious business goals
- This is a highly cross-functional leadership role
- Lead and develop a team of client-facing leaders, their teams, and our key client account managers who service plan sponsors across multiple segments
- Build and refine operating models that deliver scale while maintaining high quality and consistent client experiences
- Establish process and rigor around reviewing client and revenue data to identify trends, anticipate risks, and inform strategic change
- Partner with internal stakeholders (Product, Ops, Compliance, RevOps, Analytics, Marketing) to advocate for client needs and drive organizational alignment
- Identify opportunities for innovation that improve client sentiment, retention, and business outcomes, and build the business cases to gain buy-in
- Ensure client feedback and insights inform company strategy, tools, and processes
- Monitor client satisfaction and retention metrics, developing strategies to mitigate risk and increase lifetime value
- Lead change management efforts, ensuring both employees and clients understand and embrace new processes, tools, and experiences
Application process
- We’ll take a few weeks to review all applications. If we’d like to spend more time with you, we’ll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues
- In the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators. Many of our questions will be aimed at understanding how you might operate here at Betterment. Depending on the role, we may ask you to complete a case study exercise or technical assessments, as we want to collect a robust set of data points to better inform our decisions
- On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency. As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision. Please note that, as we usually receive an overwhelming number of applications for op
Our take
Betterment is an app-based investment platform that provides personal finance data and guidance to retail users through a range of real-world data and AI analytics to deliver investment advice to customers.
The company has become the largest independent digital investment advisor in the U.S. Having expanded its 401k business, Betterment has entered the world of Crypto, partnering with Gemini to offer customized crypto portfolios and its "Crypto Investing by Betterment" platform.
Betterment has a wealth of competition in this increasingly crowded space. Other robo advisors offering similar services include Moneyfarm, Wealth Simple, M1 Finance and Personal Capital. Going forward, Betterment hopes to further distance itself from rivals as it further innovates its platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2021
$60m
SERIES F
Jul 2017
$70m
SERIES E
Total funding: $335m
Company benefits
- Health and wellness: Get comprehensive medical, dental, and vision, plus a free subscription to One Medical.©
- Generous time off: We encourage you to take time off (seriously) and get the rest you need to do your best work.
- Paid parental leave: We welcome new additions to your family with 12-18 weeks of parental leave.
- Matching benefits: We offer a 401(k) match and a match on qualified student loan payments
- Equity: Gain stake in Betterment’s success with company equity grants.
- Free food: Snacks, beverages, and catered lunches at our NYC HQ
- Long-term health resources: We provide LGBTQIA+ transition and fertility support.
- Find your community: Make connections through seven employee affinity groups and a social calendar of hybrid events.
Company HQ
Flatiron District, New York, NY
Leadership
Jonathan Stein
(Board Member)After studying Economics at Harvard, Jonathan worked as a Consultant at First Manhattan Consulting Group for over 4 years. He founded Betterment in 2007, serving as CEO until 2020 when he stepped down to Chairman of the Board.
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