Customer Success Manager

Verlo co; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

A rapidly growing technology company in New York is looking for a Customer Success Manager to enhance the onboarding experience for financial advisors. This role involves owning the onboarding journey from start to finish, creating effective training materials, and maintaining continuous customer engagement to ensure satisfaction. The ideal candidate has over 2 years of experience in customer success and is comfortable using AI tools to support clients. This role requires strong communication and organizational skills, plus an eagerness to build efficient processes.

Qualifications

• 2+ years in customer success or account management at a B2B SaaS company.
• Hands-on experience building onboarding playbooks and success frameworks.
• Strong written and verbal communication skills.

Responsibilities

• Own the full onboarding journey for new advisors.
• Build and refine onboarding playbooks and training materials.
• Run regular check-ins with customers to ensure success.

Skills

Customer success

Onboarding

Communication

Process-oriented

AI tools

Tools

Salesforce

Redtail

Wealthbox

Job description

Verlo is the AI-native CRM for wealth management. Financial advisors use Verlo to replace the patchwork of tools they hate — our system joins their meetings, writes their notes, updates their CRM, and answers any question about any client instantly. We're growing fast and need someone to own the post-sale experience end to end.

As our Customer Success Manager, you'll be the reason customers stay, expand, and refer. You'll own onboarding, build the playbooks that make it repeatable, and be the connective tissue between what customers need and what we build next.

What you'll do

• Own the full onboarding journey — from signed contract to "I can't imagine going back." Get new advisors live, trained, and seeing value in their first 30 days
• Build and refine onboarding playbooks, training materials, and success milestones so we can scale without losing the white-glove feel
• Run regular check-ins with customers, proactively identify churn risk, and drive adoption of new features
• Be the voice of the customer internally — turn feedback into clear product requests and help the team prioritize what matters most
• Identify expansion opportunities within existing accounts and work with sales to grow revenue

What we're looking for

• 2+ years in customer success, onboarding, or account management at a B2B SaaS company, ideally in an SMB motion
• Hands-on experience building onboarding playbooks, success frameworks, or enablement content from scratch
• Comfortable with AI tools and excited about using them in your own workflow. You don't need to be technical, but you should genuinely enjoy learning new software
• Strong written and verbal communication. You'll be leading onboarding calls, writing help docs, and messaging customers in Slack daily
• Organized and process-minded. You see a messy workflow and instinctively want to systematize it

Nice to have

• Experience working with financial advisors, RIAs, or wealth management firms
• Familiarity with CRMs like Redtail, Wealthbox, or Salesforce
• Background at an early-stage startup where you had to build the process, not just follow it
• Experience managing a book of 50–200+ SMB accounts simultaneously

Why this role is different

Most CS roles at early-stage companies are reactive — you're fielding tickets and putting out fires. This one is about building the machine. You'll define what great onboarding looks like, create the playbooks the team will run for years, and have a direct line to product. The customers you'll work with are financial advisors who are genuinely excited about what AI can do for their practice — they want to be guided, not sold to. If you care about craft and want to shape how an entire category of customer gets onboarded, this is that role.