Customer Success Manager

Otterbrook; New York (NY); Hybrid; USD 130,000 - 165,000; Full time

Benefits offered by this job

Health coverage

Equity

Flexible PTO

Job summary

Otterbrook is seeking a Customer Success Manager for our AI-Native Wealthtech platform in New York. You will own customer relationships from contract signing to renewal, partnering with wealth advisors and attorneys to drive adoption, value, and account growth.

You will lead platform trainings, run strategic reviews, and build trusted relationships across firms, from executives to day-to-day staff, while shaping the product roadmap with customer insights.

Qualifications

• 3+ years as a Customer Success Manager in B2B SaaS.
• Experience with wealth management firms, RIAs, family offices, or trust professionals.
• Track record of owning renewals and expansion, not just onboarding or support.
• Comfort working with polished, client-facing users who expect high service levels.
• Strong project management skills and the ability to turn data into customer insights.
• High agency and a low ego: resilient, empathetic, accountable and proactive.

Responsibilities

• Own a book of business end to end, including onboarding, adoption, renewals and expansion.
• Partner with Sales on handoff and build mutual success plans with clear first-year goals.
• Lead platform training aligned to each customer's goals, and run regular strategic business reviews.
• Build deep relationships across customer firms, from executives to day-to-day advisors and operations staff.
• Identify expansion opportunities and drive revenue growth across your accounts.
• Bring customer insights back to Product and Engineering to shape the roadmap.
• Develop strong platform and trust and estate knowledge, supporting customers as needed.

Skills

Renewals & expansion

Project management

Client-facing

Data insights

Wealthtech knowledge

Job description

Customer Success Manager AI-Native Wealthtech | New York, NY (Hybrid, 3 days in office)

Compensation: $130,000 to $165,000 base + variable + equity

About the Company

Our client is a fast-growing, AI-native platform for wealth transfer and estate planning. The platform turns complex estate and ownership documents into structured data that powers client-ready visualizations and tax and scenario modeling. It is trusted by 1,000+ firms, from top wealth managers, private banks and trust companies to national tax practices and leading law firms. Fresh off its Series A, the company is scaling its Customer Success team as it expands into trust administration and estate settlement.

About the Role

The Opportunity As a Customer Success Manager, you will own the customer relationship from contract signing through renewal. You will partner with wealth advisors, attorneys and their teams to drive adoption, deliver measurable value and grow accounts. This is a high-visibility role on a small team with real input into how Customer Success scales, including a planned move to segmented SMB, mid-market and enterprise books over the next 18 months.

Responsibilities

• Own a book of business end to end, including onboarding, adoption, renewals and expansion
• Partner with Sales on handoff and build mutual success plans with clear first-year goals
• Lead platform training aligned to each customer's goals, and run regular strategic business reviews
• Build deep relationships across customer firms, from executives to day-to-day advisors and operations staff
• Identify expansion opportunities and drive revenue growth across your accounts
• Bring customer insights back to Product and Engineering to shape the roadmap
• Develop strong platform and trust and estate knowledge, supporting customers as needed

Qualifications

• 3+ years as a Customer Success Manager in B2B SaaS, with 5 to 8 years of total experience
• Experience working with wealth management firms, RIAs, family offices, or trust and estate professionals
• A track record of owning renewals and expansion, not just onboarding or support
• Comfort working with polished, client-facing users who expect a high level of service
• Strong project management skills and the ability to turn data into customer insights
• High agency and a low ego: resilient, empathetic, accountable and proactive

Preferred Skills

• Wealthtech, fintech or private markets software experience
• Familiarity with estate planning, trusts or wealth transfer concepts
• Enterprise account experience, or interest in helping build out an enterprise segment
• Early-stage startup experience helping build Customer Success processes

Pay range and compensation package

• Compensation: $130,000 to $165,000 base + variable + equity
• 100% employee health coverage, 4 weeks PTO, 401(k), parental leave, and monthly wellness, commuter and education stipends