LearnLux Financial Wellbeing · 5 hours ago
Vice President, Client Success
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expLearnLux is the leading provider of workplace financial wellbeing, blending fiduciary digital planning with access to one-on-one guidance from Certified Financial Planner™️ professionals. As Vice President of Client Success, you will lead the Client Success function, ensuring partners achieve meaningful outcomes from our platform while managing a team of Client Success Managers and collaborating with other departments to enhance customer experience.
EducationFinancial ServicesFinTechInternet
Responsibilities
Own the end-to-end Client Success strategy, including onboarding, adoption, engagement, renewal, and expansion
Build, lead, and develop a high-performing team of Client Success Managers, including hiring, coaching, performance management, and career development
Establish clear goals, KPIs, and operating metrics for Customer Success, with a strong focus on retention, customer health, and long-term account growth
Serve as a senior, strategic partner to key customers, acting as an executive sponsor and trusted advisor for priority accounts
Design and continuously improve CS processes, playbooks, and workflows to support a growing and increasingly diverse customer base
Partner cross-functionally with Sales on renewals and expansions, with Product on customer feedback and roadmap input, and with Marketing on customer storytelling and advocacy
Build scalable systems for gathering, synthesizing, and operationalizing customer insights to inform product and business decisions
Represent the voice of the customer internally, ensuring customer needs, challenges, and opportunities are reflected in company priorities
Qualification
Required
10+ years of experience in Customer Success, Account Management, or a related customer-facing leadership role, ideally in a high-growth B2B SaaS environment
Proven experience building and leading Customer Success teams, including managing managers and scaling CS operations
A strong track record of driving retention, customer satisfaction, and expansion revenue
Experience owning executive-level customer relationships and navigating complex stakeholder environments
Strategic mindset with the ability to balance big-picture planning with hands-on execution
Excellent communication and interpersonal skills, with the ability to influence across functions and at the executive level
Comfort operating in ambiguous, fast-moving environments and building structure where it doesn't yet exist
Preferred
Have experience in HR tech, fintech, benefits, or financial wellness
Have worked with enterprise customers
Have helped scale a CS function from early growth stage through more mature operations
Are familiar with product-led or data-driven approaches to customer health and engagement
Are based in or near NYC and able to join in-person leadership sessions as needed
Benefits
Remote-first company structure
Medical, dental, and vision
401(k)
Mental wellbeing (Talkspace)
Financial wellbeing (LearnLux)
Paid vacation and sick leave
Paid sabbatical after 5 years of service
A supportive, inclusive team culture
Opportunities for continuous learning and growth at a fast-growing startup at the cutting edge intersection of financial wellness and technology
Company
LearnLux Financial Wellbeing
LearnLux is the leading provider of workplace financial wellbeing that blends fiduciary digital planning with access to one-on-one guidance from Certified Financial Planner™️ professionals.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$24.16MKey Investors
Crosslink CapitalDCU FinTech Innovation Center
2024-02-13Series Unknown· $7.1M
2022-09-29Series A· $10M
2020-05-05Series Unknown· $4.66M
Leadership Team
Rebecca Liebman
Co-Founder & CEO
Michael Liebman
Co-Founder & COO
Recent News
Company data provided by crunchbase