Vice President, Client Success

BNY Mellon; Florida; On-site; USD 100,000 - 150,000; Full time

Job summary

BNY Mellon is hiring a Vice President, Client Success to join their Wealth Services Platform team. This role, based in Lake Mary, FL, seeks a communications professional proficient in translating complex operations, regulatory, and technical changes into clear messaging.

The successful candidate will manage client communications, document production, improve communication workflows, and collaborate across teams to support financial advisors and clients effectively.

Qualifications

• 5 to 7 years of relevant experience in client communications or technical writing.
• Strong experience writing for B2B audiences, preferably in financial services.
• Exceptional project management abilities to manage multiple workstreams and deadlines.

Responsibilities

• Develop and deliver client-facing communications related to updates.
• Translate complex business topics into clear, concise content.
• Lead communications planning and execution for initiatives.

Skills

Client communications

Technical writing

Content development

Project management

AI tools

B2B writing

Education

Bachelor’s degree or equivalent

Tools

Seismic

Salesforce Marketing Cloud

Job description

We're seeking a future team member for the role of Vice President, Client Success to join our Wealth Services Platform team. This role is located in Lake Mary, FL.

This role is ideal for a communications professional who can translate operations, regulatory, and technology changes into clear, accurate, and actionable messaging for financial advisors and clients. We're looking for someone who combines strong writing ability with documentation discipline, project management rigor, and a practical understanding of how AI can improve communication workflows and content development.

In this role, you'll make an impact in the following ways:

• Develop and deliver client-facing communications related to operational, regulatory, and technology updates affecting financial advisors and clients.
• Write, edit, and manage a range of content, including client communications, release notes, user guides, procedural documentation, video scripts, executive communications, and other client enablement materials.
• Translate complex business and technical topics into content that is clear, concise, accurate, and audience-appropriate.
• Partner with cross-functional stakeholders across product, operations, compliance, technology, service, and business teams to gather inputs, align messaging, and drive approvals.
• Lead communications planning and execution for initiatives with multiple dependencies, timelines, and stakeholder groups.
• Own or support editorial calendars, content pipelines, publication schedules, and distribution processes.
• Use tools such as Seismic, email delivery platforms, and related communication technologies to support content distribution and audience engagement.
• Help evolve how the team uses AI and automation to improve communications practices, streamline workflows, accelerate content creation, and enhance consistency and quality.
• Track communication effectiveness, stakeholder feedback, and process improvement opportunities to continuously refine outputs.

To be successful in this role, we’re seeking the following:

• 5 to 7 years of relevant experience in client communications, business communications, technical writing, content development, or a related field.
• Bachelor’s degree or the equivalent combination of education and work experience required.
• Strong experience writing for B2B audiences, ideally within financial services, wealth management, securities, fintech, or regulated industries.
• Demonstrated ability to create communications for financial advisors or external clients, especially on topics tied to operations, regulatory change, platform enhancements, or technology updates.
• Experience producing both communications content and technical/end-user documentation such as release notes, user guides, FAQs, job aids, and scripted/video-based materials.
• Exceptional project management skills, including the ability to manage multiple workstreams, meet tight deadlines, coordinate reviews, and keep complex deliverables moving in a matrixed environment.
• Excellent writing, editing, and verbal communication skills, with strong attention to detail and accuracy.
• Comfort working with structured review and approval processes, including legal, risk, compliance, and business stakeholders.
• Experience using Seismic and/or other email delivery or content distribution platforms; familiarity with Salesforce Marketing Cloud is a plus.
• Familiarity with HTML or willingness to learn.
• Practical experience using AI tools to automate or improve workflows, content creation, documentation processes, or communications practices.
• Experience such as developing client announcements, refining release notes, or organizing content for a user guide.
• A strong collaborator who can work across teams without losing momentum.
• A professional with a disciplined, detail-oriented approach who understands the importance of accuracy in a regulated environment.
• Experience in a role or roles that are not primarily media relations or brand marketing, but rather a communications focused on client clarity, operational change, and content execution.