Head of Customer Success

Customer Success

Remote

Full Time

WealthStream does not sell software and walk away. We help RIA firms fundamentally change how they develop advisors, preserve standards, and scale the quality of their advice. That kind of transformation does not happen at the point of sale. It happens after.

The Head of Customer Success will own that entire post-sale relationship. You will build the function from the ground up — the team, the playbook, the metrics, the culture — and ensure that every firm we work with actually gets what they came for: better advisors, more consistent judgment, and a firm that gets stronger as it grows.

This is not a retention role. It is a results role. You will be the person most responsible for proving that WealthStream's philosophy works in practice, not just in pitch decks.

What You'll Do

Build and lead the customer success function — hiring, onboarding, processes, tooling, and team culture — from the ground up.
Own net revenue retention, expansion, and renewal across the RIA customer base. Your job is to make firms so measurably better that leaving is unthinkable.
Design onboarding and implementation programs that go beyond feature training. Help firms understand how to embed WealthStream into how they actually develop advisors, review advice, and maintain their standards.
Serve as the strategic partner for firm principals and leadership teams. Understand their goals — growth without quality dilution, advisor development, succession planning, consistency — and hold WealthStream accountable to delivering against them.
Build feedback loops between customers, product, and engineering. You will be the closest person to how firms actually use WealthStream, and the most credible voice for what needs to change.
Develop health scoring, risk identification, and intervention frameworks that catch problems before they become churn.
Create scalable success programs — QBRs, advisory boards, peer communities, benchmarking — that deepen engagement without requiring a 1:1 touch model for every account.
Partner with sales on expansion opportunities and with marketing on customer stories. The best proof that WealthStream works will come from firms you helped succeed.

What We're Looking For

8+ years of experience in customer success, account management, or client services, with at least 3 years leading or building a team. Wealth management, fintech, or financial services experience strongly preferred.
You have built or significantly scaled a customer success function before. You know what good looks like and you know what breaks as you grow.
Deep empathy for the client problem. You understand that RIA firms are not just buying technology — they are trying to preserve what makes them good while growing beyond what their best people can personally touch.
Consultative instincts. You are not a check-in-call person. You understand firm dynamics, you ask hard questions, and you help clients see outcomes they were not tracking on their own.
Operational rigor. You can build repeatable processes, define meaningful metrics, and create systems that scale — without losing the human judgment that makes success work personal.
Executive presence. You will be in rooms with firm founders and managing partners. You need to earn their trust and hold your own.

Nice to Have

Experience working with RIA firms, advisory practices, or wealth management platforms.
Background in change management, consulting, or professional services.
Familiarity with advisor development, practice management, or firm operations.
Experience at an early-stage company where you defined the customer experience from scratch.

Why This Role Matters

The best judgment in most firms is trapped in too few people. WealthStream helps unlock it. But that only works if firms actually adopt the system, commit to the process, and see results. You are the person who makes that happen.

If we get customer success right, every firm that works with us becomes proof that scaling judgment is possible — that you do not have to choose between growth and quality. That is the whole thesis. You will be the one who proves it, firm by firm.