Manager, Customer Success

WHAT YOU'LL DO

As Manager, Customer Success you will own product utilization and value realization for Zocks' SMB customers which include advisors affiliated with large RIAs, broker-dealers, and other financial services firms. You will build and lead a high-caliber team of Product Success Specialists who accelerate Zocks users to activate their initial workflows and expand into new ones.

You'll be both a builder and an operator: Recruiting and developing the team, and designing the playbooks and systems for them to grow. You'll partner closely with Product, Marketing, Sales and other teams to ensure SMB customers realize value from Zocks and you'll build the team to make it repeatable.

Build and lead the Customer Success Specialists Team

• Recruit, mentor, and manage a team, setting a high bar for customer engagement and product expertise
• Provide actionable feedback and create clear paths for growth.
• Track and drive key leading and lagging adoption metrics, and use those trends to develop data-driven adoption strategies and playbooks in collaboration with GTM and Product leadership.

Drive product adoption and utilization

• Accelerate time-to-value for new SMB customers by building and delivering scalable programs that educate customers on best practices and drive initial activation.
• Build a repeatable methodology to proactively monitor a large portfolio of SMB accounts, identify opportunities to improve configuration and product utilization, and conduct targeted advisory sessions to help those customers drive deeper adoption.
• Partner with Sales and Account Management to identify expansion opportunities in existing customers.

Create scalable solutions

• Develop one-to-many solutions that drive product education and activation based on patterns you identify in your teams' conversations with customers.
• Partner with Product to optimize our in-product UX and onboarding flows.
• Collaborate with Implementation & Marketing to create new scaled training and education content.

WHAT WE'RE LOOKING FOR

Requirements

• 6+ years of experience in scale customer success, implementation, activation or similar, with 3+ years direct people leadership experience building and managing a team.
• Prior experience in a wealthtech/fintech company or financial services firm is a plus
• Creative, systematic thinker: You continuously think about how to scale or automate workstreams over time.
• Proactive problem solver: You identify trends and use them to uncover improvement opportunities and standardize best practices. You identify data and reporting that would uncover new insights and direct our approach.
• Builder mentality: You are adaptable and comfortable operating in a fast-paced, ambiguous, high-growth environment.
• Fluency in modern customer success motions including onboarding and implementation, product activation, value realization, and customer engagement.
• Strong interest in AI and how it will transform wealth management and financial services.

LOGISTICS

The details

• This role is based in the Denver area and requires a hybrid work schedule (2-3 days in office)
• Background and reference checks required as part of onboarding

Interview process:

• 30-min recruiter screen
• Up to four 45-min-1 hour video or in-office interviews
• Offer pending references.

Total estimated time: ~4 hours

COMPENSATION

• $130,000-150,000K base salary
• Equity - we're all building this together