Manager, Customer Success

Jobtailor; Denver (CO); On-site; USD 120,000 - 180,000; Full time

Job summary

Jobtailor is seeking a senior Product Success leader to own adoption and value realization for its SMB customers in wealthtech. You will build and mentor a high-caliber CS team, set coaching standards, and drive data-driven strategies with cross-functional leaders.

Lead initiatives to educate customers, activate products, and uncover expansion opportunities. You will partner with Sales, Product, Implementation, and Marketing to scale onboarding and education programs in a fast-growing

Qualifications

• 6+ years of experience in scale customer success, implementation, activation or similar.
• 3+ years of direct people leadership experience building and managing a team.
• Prior experience in wealthtech/fintech or financial services is a plus.
• Creative, systematic thinker who scales or automates workstreams.
• Proactive problem solver who identifies trends, improvement opportunities, data, and reporting insights.
• Adaptable and comfortable operating in a fast-paced, ambiguous, high-growth environment.
• Fluency in modern customer success motions including onboarding and implementation, product activation, value realization, and customer engagement.
• Strong interest in AI and its impact on wealth management and financial services.

Responsibilities

• Own product utilization and value realization for Zocks' SMB customers.
• Build and lead a high-caliber team of Product Success Specialists.
• Recruit, mentor, and manage the team, setting a high bar for customer engagement and product expertise.
• Provide actionable feedback and create clear paths for growth.
• Track and drive leading and lagging adoption metrics.
• Develop data-driven adoption strategies and playbooks with GTM and Product leadership.
• Build and deliver scalable programs that educate new SMB customers and drive initial activation.
• Proactively monitor a large portfolio of SMB accounts and identify configuration and product-utilization opportunities.
• Conduct targeted advisory sessions to drive deeper customer adoption.
• Partner with Sales and Account Management to identify expansion opportunities.
• Develop one-to-many solutions for product education and activation.
• Partner with Product to optimize in-product UX and onboarding flows.
• Collaborate with Implementation and Marketing to create scaled training and education content.

Skills

Customer Success

Team Leadership

Data-Driven Strategy

Onboarding & Implementation

Wealthtech/Fintech Experience

Product Activation

GTM Collaboration

Activation Strategies

Job description

• Own product utilization and value realization for Zocks' SMB customers
• Build and lead a high-caliber team of Product Success Specialists
• Recruit, mentor, and manage the team, setting a high bar for customer engagement and product expertise
• Provide actionable feedback and create clear paths for growth
• Track and drive leading and lagging adoption metrics
• Develop data-driven adoption strategies and playbooks with GTM and Product leadership
• Build and deliver scalable programs that educate new SMB customers and drive initial activation
• Proactively monitor a large portfolio of SMB accounts and identify configuration and product-utilization opportunities
• Conduct targeted advisory sessions to drive deeper customer adoption
• Partner with Sales and Account Management to identify expansion opportunities
• Develop one-to-many solutions for product education and activation
• Partner with Product to optimize in-product UX and onboarding flows
• Collaborate with Implementation and Marketing to create scaled training and education content

Requirements

• 6+ years of experience in scale customer success, implementation, activation or similar
• 3+ years of direct people leadership experience building and managing a team
• Prior experience in a wealthtech/fintech company or financial services firm is a plus
• Creative, systematic thinker who continuously considers how to scale or automate workstreams
• Proactive problem solver who identifies trends, improvement opportunities, data, and reporting insights
• Adaptable and comfortable operating in a fast-paced, ambiguous, high-growth environment
• Fluency in modern customer success motions including onboarding and implementation, product activation, value realization, and customer engagement
• Strong interest in AI and its impact on wealth management and financial services
• Background and reference checks required as part of onboarding

Core Competencies

Demonstrates expertise in customer success strategies, team leadership, and data-driven decision-making to enhance product utilization and customer engagement in the SMB sector. Proficient in developing scalable training programs and collaborating with cross-functional teams to optimize customer onboarding and activation.

Highest-signal resume keywords

• Customer Success Management
• Team Leadership
• Data-Driven Strategy Development
• Onboarding and Implementation
• Wealthtech/Fintech Experience

ATS Optimization Keywords

Hard Skills

• Product Utilization
• Value Realization
• Adoption Metrics Tracking
• Customer Engagement
• Activation Strategies

Soft Skills

• Proactive Problem Solving
• Creative Thinking
• Adaptability

Industry Keywords

• Wealth Management
• Financial Services
• Customer Success Motions
• GTM Collaboration
• Product Education