Client Experience Lead

Peak Retirement Planning, Inc.; Columbus (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

Peak Retirement Planning, Inc. is looking for a Client Experience Lead in Columbus, Ohio. The ideal candidate will join a fast-growing firm renowned for exceptional client service. Responsibilities include managing client interactions, leading the Client Experience team, and planning client events, ensuring each experience is warm and welcoming.

Applicants should demonstrate strong interpersonal skills and a passion for client satisfaction, along with willingness to contribute to a collaborative team environment.

Qualifications

• Experience in a client-facing role, preferably in a financial services context.
• Proven track record in managing client expectations and service delivery.
• Ability to manage a team while maintaining service excellence.

Responsibilities

• Bring experience as a Client Experience Lead or similar role.
• Ensure every client interaction is warm, welcoming, and exceeds expectations.
• Oversee and manage the Client Experience team, maintaining service excellence.
• Greet clients and ensure they feel appreciated during every visit.
• Plan and coordinate client events and office visits.

Skills

Client experience management

Exceptional interpersonal skills

Strong organizational abilities

Customer service excellence

Job description

We are the #1 fastest-growing private company in Columbus, Ohio, by Inc. 5000, and one of the top and youngest financial planning firms in the country. Peak has grown from one team member to over 60 team members in just 4 years. In 2025, we had over 5,400 applicants, we only hired 19. As a scaling start-up, we are very particular to ensure we hire the best and those aligned with our values and intensity. We are not a firm for everyone.

What We Look For

A+ Player

• Elite at what they do. Extremely hard worker. Gritty. Gets things done. Internal need to succeed.
• Dislikes working with B and C players.
• Does not need to be told twice what to do.

Foxhole Team Member

• Has a servant's heart and a purpose bigger than themselves.
• Will help a team member fix a flat on the side of the road at 6am.
• Goes above and beyond to provide a "White Glove Service" to our clients.

Rocketship Mentality

• Excited to join a fast-growing startup with extreme upside.
• Growth Mindset in all areas of life - professionally, personally, physically, and spiritually.
• "Lifer" - those who want to work with us for 30+ years (not just a 9-5 job).

Responsibilities

• Bring experience as a Client Experience Lead or similar role
• Ensure every client interaction is warm, welcoming, and exceeds expectations
• Oversee and manage the Client Experience team, maintaining service excellence
• Greet clients and ensure they feel appreciated and valued during every visit
• Plan and coordinate client events, appreciation initiatives, and office visits
• Maintain a polished, professional, and organized office environment
• Anticipate client needs and address concerns before they arise
• Continuously evaluate and improve internal processes that impact the client journey