Customer Success Manager & Solutions Consultant

Job description

About the Company

A Series A decision-intelligence platform for independent wealth management (founded 2017), serving registered investment advisors with tools spanning portfolio risk analytics, compliance workflows, and advisor productivity. Operating in a $100B addressable market with strong product-market fit among mid-market and enterprise RIA clients. Growth-stage, under 100 employees, running on EOS with a lean, accountable team working directly with the CEO, Head of Sales, and Head of Customer Success.

About the Role

The Customer Success Manager & Solutions Consultant is a hybrid individual contributor who owns product and domain expertise across the full customer lifecycle — from winning deals as the technical SME on sales calls to delivering the onboarding, adoption, and retention that make each client successful. Because the same person supports the deal pre-close and then owns the account post-close, context never gets lost at handoff. Dual-reporting: to the Head of Sales for pre-sale support and to the Head of Customer Success for post-sale delivery. Requires both the follow-through of a great CSM and the composure of a strong sales engineer on a live call.

What You'll Own

- Own the SME seat on AE demo and technical calls, running tailored workflow-specific demos and handling product, technical, and compliance objections live

- Drive new-client onboarding and training from platform setup through confident daily usage within 30 days of go-live, across firm sizes and user personas

- Run cadenced adoption meetings with key stakeholders to surface risk early, protect gross retention, and route expansion signals to the Expansion AE with full technical context

- Maintain deep product mastery and genuine RIA/compliance domain fluency to remain the expert AEs and clients call first

- Translate structured customer feedback into clear product requirements (frequency, use case, revenue impact)

- Build and maintain training content, knowledge base articles, and recorded walkthroughs that scale self-service and deflect tickets

Must-Have

- 3+ years in a customer-facing product role at a wealth management, advisor-tech, or compliance platform (CS, Solutions/Sales Engineering, Implementation, Onboarding, or Technical Account Management)

- Demonstrated ability to run a live product demo and handle technical/compliance objections in real time without escalating

- Proven post-sale track record of onboarding, driving adoption, and retaining software clients

- RIA and compliance domain fluency: speaks advisor ROI and CCO audit-risk naturally; fluent on custodians, ADV, fiduciary, and RIA structures

- Executive stakeholder communication: credible with CCOs, principals, and operations leaders, adjusting style in real time

- Follow-through and CRM discipline without being managed; owns a full pre- and post-sale book without dropping context

- Comfortable operating in a growth-stage company under 100 employees without a polished playbook

Nice-to-Have

- Experience at wealthtech firms serving RIAs or IBDs (Orion, SS&C Black Diamond, Addepar, Tamarac, Envestnet, Morningstar, Nitrogen, Advyzon, InvestCloud, Docupace, or COMPLY)

- Both pre-sale solutions/sales engineering and post-sale CSM/onboarding experience in one background

- HubSpot CRM fluency and experience with tools like Gong

- Familiarity with custodian ecosystems (Schwab, Fidelity, Pershing)

- Existing relationships with CCOs, CIOs, or advisory leadership at RIA or IBD firms

Details

Employment: Full-Time | Location: Remote (United States) | Experience: 3–5 years

Compensation: $60,000–$80,000 base plus variable tied to GRR, NRR, and trainings; $100,000–$120,000 OTE. No visa sponsorship.