Advisor360° · 3 days ago
Director of Customer Success
Needham, MA
Full-time
Hybrid
Senior Level, Lead/Staff
$202K/yr - $226K/yr
10+ years expAdvisor360° is a leading SaaS platform in the fintech space, trusted by major independent broker-dealers and RIAs. The Director of Customer Success will be responsible for managing strategic relationships with enterprise clients, driving adoption and growth, and ensuring successful outcomes through effective change management and customer advocacy.
Information TechnologySaaSSoftwareTrading PlatformWealth Management
No H1B
Responsibilities
Own Strategic Outcomes for Enterprise Clients
Serve as the executive point of accountability for 1–3 strategic broker‑dealer/enterprise wealth accounts; build multi‑threaded relationships from operations leaders to the C‑suite and executive sponsors
Establish a clear value roadmap with OKRs/metrics aligned to client business goals (advisor productivity, compliance efficiency, digital adoption, asset growth, cost to serve) and ensure delivery against that plan
Drive Adoption, Retention & Growth
Build and maintain multi-threaded account plans and co-develop joint success plans with executive sponsors that define outcomes, adoption targets, and success metrics/OKRs; track progress via QBR/EBR cadence and drive course corrections
Orchestrate cross‑platform adoption across all key modules, including CRM, Digital Onboarding, Planning, Trading & Modeling, Parrot AI, and related WealthTech capabilities; remove friction and accelerate time‑to‑value
Maintain clear renewal forecasts, partner with Sales on terms, and surface thoughtful expansion opportunities; contribute to GRR/NRR and account growth goals across your portfolio
Steer Complex Programs & Change Management
Build repeatable playbooks for enterprise governance: EBR/QBR cadence, executive stakeholder maps, adoption plans, risk/issue logs, and success dashboards
Partner with Product, Engineering, and Professional Services to oversee onboarding, data conversions/migrations, integrations (custodians/clearing), and phased rollouts; proactively manage dependencies and escalations
Apply structured change management to drive adoption at scale across home office and advisor networks
Champion the Voice of the Customer
Run a durable feedback loop into Product/Engineering, quantifying business impact and prioritizing roadmap items; represent strategic clients in CABs and roadmap forums
Translate client outcomes and operational use cases into crisp product requirements; validate solutions and drive successful releases and enablement
Operate with Data & Discipline
Define and monitor success metrics (health scores, adoption depth, NPS/CSAT, GRR/NRR, TTV), leveraging Gainsight/ChurnZero, Salesforce, and analytics
Maintain executive‑ready reporting and value narratives; communicate progress, risks, and next steps with clarity and confidence
Establish an early‑warning system for risks (adoption, data quality, performance, compliance) and lead cross‑functional “get‑to‑green” plans with clear owners and timelines
Qualification
Required
10–15+ years in Customer Success/Account Management/Consulting for SaaS/FinTech, with 2+ years serving enterprise wealth management firms (broker‑dealers, large RIAs, insurance BDs, custodians)
Domain Depth: Practical understanding of wealth management operations and regulation (SEC/FINRA, Reg BI, books & records, supervision), advisor desktop/CRM, new account opening/KYC/AML, trading & rebalancing, portfolio accounting/performance, fee billing, householding, and digital client experiences
Commercial Savvy: Proven ownership of renewal negotiations, expansion strategies, pricing/packaging guidance, and partnership with Legal/Finance
Executive Presence: Excellent communication and storytelling; credible with COO, CIO, CCO, and field leadership; skilled at aligning diverse stakeholders to decisions and outcomes
Operational Rigor: Builder of playbooks, governance, and dashboards; disciplined in program management and risk management
Education & Credentials: Bachelor's required; MBA a plus. FINRA licenses (7/24/65/66) and/or CFP®/CFA® helpful but not required
Benefits
Comprehensive health benefits, including dental, life, and disability insurance
Unlimited paid time off program
Annual performance-based bonuses
The chance to share in the equity value you and your colleagues create during your time with the company
Company
Advisor360°
Advisor360° is a wealth management platform that streamlines advisor workflow, increases productivity and drives enterprise growth.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Eric Esfahanian
Head of Enterprise Sales
Recent News
Business Wire
2026-01-14
2026-01-06
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