Client Success Lead

Kestra Financial; Tempe (AZ); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive pay and benefits

401(k) plan and health insurance

Professional development opportunities

Tuition reimbursement

Supportive, collaborative environment

Job summary

Kestra Financial is seeking a Senior Client Service Director to deliver exceptional service for a defined group of financial advisors. You’ll blend relationship management with operational leadership, owning complex requests and advocating for advisors across internal teams.

This senior individual contributor role requires initiative, accountability, and the ability to influence outcomes. Strong broker-dealer knowledge and CRM fluency are important assets.

Qualifications

• 8+ years in client service, operations, or relationship management in financial services.
• 5+ years in leadership or senior client-facing roles with cross-functional scope.
• 3+ years broker-dealer experience and strong product knowledge.

Responsibilities

• Act as the primary contact for service-related matters for an advisor segment.
• Own escalations from intake to resolution with internal teams.
• Partner with Business Development, Relationship Management, and other teams to align on client strategies.
• Advocate for advisors across the organization to protect client interests.
• Respond promptly to concerns to sustain satisfaction and retention.
• Identify at-risk relationships and lead cross-functional remediation efforts.
• Analyze feedback and metrics to identify themes and opportunities for improvement.
• Lead cross-functional initiatives to improve advisor experience and efficiency.
• Collaborate to define best practices and scalable service enhancements.

Skills

Client service

Operations

Relationship management

Leadership

Cross-functional collaboration

Problem solving

Decision making

Risk awareness

Education

SIE

Series 7 License Required

Series 24 Preferred

Tools

CRM systems

Workflow tools

Financial platforms

Job description

Explore Life at Kestra

Kestra Holdings Website: https://www.kestrafinancial.com/

Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.

Lead with Purpose. Partner with Impact.

The Client Service Director is a senior individual contributor role within our Client Service team, responsible for delivering exceptional service experience to a defined group of financial advisors.

This role blends relationship management, operational expertise and follow-through, and cross-functional coordination. You’ll be the key point of contact for complex service matters, owning requests from start to finish and advocating for your advisors across internal teams. While this is not a people leader role, it requires strong leadership traits: initiative, accountability, and the ability to influence outcomes across teams.

What You’ll Do:

• Act as a point of contact for all service-related matters for your assigned advisor segment Develop a deep understanding of each firm’s structure, service preferences, and long-term goals
• Own and manage escalations from intake to resolution, coordinating with internal teams to deliver timely, effective outcomes
• Build strong partnerships with Business Development, Relationship Management, and internal teams to align on our client’s operational strategies and support growth and retention
• Serve as the client's internal advocate, ensuring their voice is represented in decisions and escalations are resolved with care and urgency
• Respond promptly to client concerns and inquiries, ensuring the highest levels of satisfaction and retention
• Proactively flag at‑risk relationships and lead cross‑functional efforts to address service gaps and retain client confidence
• Analyze advisor feedback, service metrics, and operational data to identify themes and areas for improvement.
• Lead or contribute to cross‑functional initiatives aimed at improving advisor experience, increasing efficiency, or reducing service risk.
• Collaborate with peers and leadership to define best practices and implement scalable service enhancements.
• Support enterprise projects, platform updates, or new initiatives with a client lens, ensuring service continuity and change readiness.
• Bring thoughtful structure and strategy to ambiguous problems; assess root causes and propose high‑impact solutions.
• Partner with other service directors to maintain consistency and share best practices across the client experience.

What You Bring:

• 8+ years of experience in client service, operations, or relationship management, preferably within financial services
• 5+ years of experience in a leadership or client‑facing strategic role, with cross‑functional collaboration
• 3+ years of broker‑dealer experience
• Strong understanding of brokerage, advisory, or investment products and services
• Experience supporting or working closely with financial advisors is highly preferred
• Familiarity with CRM systems, workflow tools, and financial platforms is a plus
• Proven ability to handle escalations and/or complex client requests
• Ability to build rapport and trust in a fast‑paced, professional environment
• Strong process orientation with an eye towards scalability and efficiency
• A proactive, solution‑oriented mindset focused on delivering value to clients
• Problem solving and decision‑making skills with attention to process and risk

Certificates, Licenses, Registrations:

• SIE
• Series 7 License Required.
• Series 24 Preferred

Internal Application Policy:

Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.

Benefits to support you:

• Competitive pay and benefits with a large employer (over 1600 employees nationwide)
• 401(k), health insurance, and a competitive benefits package
• Work in a supportive, collaborative environment committed to professional excellence
• Help clients navigate meaningful financial decisions with confidence
• Opportunities for training, development, and long‑term growth within the firm
• Tuition reimbursement for qualified expenses

Kestra Values:

Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: Serve, Make it Happen, and One team.

Explore Life at Kestra

Kestra Holdings Website: https://www.kestrafinancial.com/

Careers Portal: https://jobs.dayforcehcm.com/en-US/kestra/KESTRACAREERSITE

LinkedIn: https://www.linkedin.com/company/kestra-financial

Disclosure

By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:

• You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
• It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.