Wealth.com
Head of Customer Experience
$200K–$230K
New York, New York · Hybrid · Director · Full-time · Posted Oct 12, 2026
- Experience
- Experience leading Support and/or Onboarding through Series A/B and the next stage of growth, or experience in a more established Customer Success/Experience function; no number of years specified.
About the job
Leads and scales Wealth.com’s post-sale customer experience across Support, Onboarding, and Enablement for financial advisors and their clients.
What you'll do
- Set the Customer Success strategy, roadmap, team structure, KPIs, and operating cadence.
- Build scalable onboarding and support processes, workflows, tooling, SOPs, and escalation paths; use evidence to identify friction and risk.
- Coordinate with Sales, Account Management, Product, and Design to improve the customer lifecycle and represent customer needs.
What they ask for
- Demonstrated people leadership and ownership of measurable outcomes, supported by specific examples.
- Experience leading Support and/or Onboarding through growth, or experience in an established Customer Success/Experience function with the ability to plan 18–24 months ahead.
- Ability to operate amid ambiguity and speed, communicate effectively with executives, and present data-based recommendations.
- Empathy for financial advisors and understanding of their clients’ time-sensitive needs.
Nice to have
- Experience in fintech or another regulated, relationship-driven industry.
- Experience scaling an AI-assisted support model or building enterprise and SMB onboarding motions in parallel.
Pay
$200K – $230K (currency and whether base salary or total pay not specified)
Tools
Intercom/Fin, Carta
AI focus
Champion AI and automation to scale Customer Success; AI-assisted support model experience is preferred.
Model-written summary · the original posting is authoritative