Head of Customer Experience

Join as the Head of Customer Experience, where you will lead the post-sale experience for advisors and their end clients. This role focuses on process, people, and systems leadership, allowing you to design the operating model, coach the team, and build the technology and workflow backbone for our growing advisor base. You will define the vision and roadmap for Customer Success, build a high-performing team, champion AI and automation, and partner with Sales, Account Management, Product, and Design.

Enjoy unlimited PTO, company equity, 401k with match, full medical and dental benefits, and a fully remote, flexible work environment. - Define the vision and multi-year roadmap for Customer Success, including Support, Onboarding, and Enablement, as our customer base scales in volume and complexity. - Build a high-performing team with clear structure, ownership, and accountability — hiring, developing, and retaining talent who are genuinely committed to serving customers well. - Set and own the KPIs that define success for the function and report on them to leadership.

Build and continuously refine scalable onboarding frameworks, support models, and workflows that hold up as customer segments and product complexity grow. - That said, we're still a company where everyone gets their hands dirty when it counts, and you should be comfortable stepping into a ticket, a call, or an onboarding session when the moment calls for it - A track record of owning outcomes, not just inheriting them — you can speak to specific changes you drove (an incentive redesign, a new lifecycle program, a support model overhaul) and the data behind why they worked - Demonstrated people leadership — real examples of getting a team aligned and moving in the same direction, not just "I managed a team of X." - Experience leading Support and/or Onboarding through Series A/B through the next stage of growth, and ability to translate that playbook into ; or experience from a more established Customer Success/Experience function where you can see 18–24 months ahead and are ready to apply that experience proactively rather than reactively - Comfort operating with ambiguity and speed.

A blend of institutional rigor and startup adaptability — in either order — is ideal - Genuine empathy for the financial advisor's experience — understanding that a bad moment for their end client reflects directly back on them, and that timing (a task due before a client meeting in the next hour) can matter as much as the task itself - Executive presence: polished communication and the ability to present data and recommendations directly to leadership - Experience in fintech or another regulated, relationship-driven vertical - Experience standing up or scaling an AI-assisted support model (e.g., Intercom/Fin or similar) - Experience building both enterprise/institutional and SMB-style onboarding motions in parallel