Senior Client Success Lead, Financial Services

Kestra Holdings; Tempe (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

Kestra Holdings is seeking a Client Service Director in Tempe, AZ, to deliver exceptional service to a defined group of financial advisors. This senior individual contributor role focuses on relationship management, operational excellence, and cross-functional coordination to resolve complex service matters.

The role emphasizes initiative, accountability, and influence across teams without direct people leadership, with a strong focus on client satisfaction, risk management, and advisor

Qualifications

• 8+ years in client service/operations or relationship management, preferably financial services.
• 5+ years in a leadership or client-facing strategic role with cross-functional collaboration.
• 3+ years broker-dealer experience.
• Strong understanding of brokerage, advisory, or investment products/services.
• Experience supporting or working closely with financial advisors is highly preferred.
• Proven ability to handle escalations and/or complex client requests.
• Ability to build rapport and trust in a fast-paced environment.
• Strong process orientation with focus on scalability and efficiency.
• Proactive, solution-oriented mindset focused on delivering client value.
• Problem solving and decision making with emphasis on risk.

Responsibilities

• Act as a point of contact for service-related matters for assigned advisor segment and understand firm structure and goals.
• Own and manage escalations from intake to resolution with internal teams to deliver timely outcomes.
• Build partnerships with Business Development, Relationship Management, and internal teams to align operational strategies.
• Serve as the client's internal advocate, ensuring their voice is represented in decisions.
• Respond promptly to client concerns to ensure satisfaction and retention.
• Flag at-risk relationships and lead cross-functional efforts to address gaps.
• Analyze advisor feedback and service data to identify themes for improvement.
• Lead cross-functional initiatives to improve advisor experience and efficiency.
• Collaborate to define best practices and scalable service enhancements.
• Support enterprise projects with a client-focused lens and change readiness.
• Bring structure and strategic thinking to ambiguous problems and root-cause analysis.
• Partner with other service directors to share best practices.

Skills

Client service leadership

Cross-functional collaboration

Escalation management

Relationship management

Broker-dealer knowledge

Education

SIE license

Series 7 license

Series 24 license

Tools

CRM systems

Workflow tools

Financial platforms

Job description

Kestra Holdings is seeking a Client Service Director in Tempe, AZ, to deliver exceptional service to a defined group of financial advisors. This senior individual contributor role focuses on relationship management, operational excellence, and cross-functional coordination to resolve complex service matters.

The role emphasizes initiative, accountability, and influence across teams without direct people leadership, with a strong focus on client satisfaction, risk management, and advisor