Head of Customer Experience

Wealth.com; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Unlimited PTO

401k with Match

Medical & Dental benefits

Equity

Fully remote

Parental leave

Job summary

Wealth.com is seeking a Head of Customer Experience to own the post-sale experience for advisors and their clients. You will unify and scale a single CX function, designing the operating model, coaching the team, and building the technology backbone to support rapid growth.

Lead a high-performing team, champion AI-enabled automation, and set KPIs to guide decision-making. You’ll partner with Sales, Onboarding, and Product to ensure a seamless customer lifecycle and continual improvement.

Qualifications

• Demonstrated people leadership with measurable outcomes.
• Experience leading Support and/or Onboarding through growth stages.
• Ability to operate with ambiguity and speed in a scale-up environment.
• Empathy for financial professionals and their clients.

Responsibilities

• Own post-sale experience including Support and Onboarding.
• Define multi-year roadmap for Customer Success.
• Build scalable onboarding frameworks and workflows.
• Establish SOPs, tooling, and escalation paths for scale.
• Partner with Sales, Product, and Design to align customer outcomes.

Skills

People leadership

Support/Onboarding

Fintech experience

AI-assisted support

Ambiguity tolerance

Executive presence

Enterprise/SMB onboarding

Customer experience strategy

Tools

Intercom/Fin

Job description

• We’re hiring a Head of Customer Experience to own the post-sale experience — Support and Onboarding — for Wealth.com’s advisors and their end clients
• As leader of Customer Success, you will have the unique opportunity to unify and build out a single, scalable customer experience function and build the infrastructure to carry it through our next 18–24 months of growth
• This is primarily a process, people, and systems leadership role — not a hands-on delivery seat
• You’ll spend most of your time designing the operating model, coaching the team, and building the technology and workflow backbone that lets a lean team support a fast-growing advisor base
• 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
• Champion AI and automation as a lever for scaling the function
• 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
• Establish the SOPs, tooling, and escalation paths that let the team operate consistently at scale
• Own the operating cadence for the function — regular reviews of volume, themes, and friction points — so issues surface early and get resourced before they become churn risk
• Ensure every process decision is evidence-based and defensible: instrument the funnel so claims about what’s working (or not) can be shown, not asserted
• Partner with Sales and Account Management to build a seamless, connected customer lifecycle — from handoff at close, through onboarding, to renewal and expansion conversations
• Partner with Product and Design to ensure the customer experience evolves in lockstep with the product, translating what customers actually need into clear input for the roadmap
• Represent the voice of the customer in cross-functional planning, ensuring CS isn’t just executing decisions made elsewhere but shaping them

Benefits

• Unlimited PTO in an environment where taking time off to relax or recharge is supported and encouraged
• 401k with Match and 100% vesting upon hire
• Full medical and dental benefits
• Company equity managed through Carta
• Fully remote, flexible work environment (we do however meet together in person several times a year)
• Paid parental leave

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 itA 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 Wealth.com; 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