Customer Success Manager

OneVest is a financial technology company on a mission to power the world’s wealth. We offer an end-to-end wealth management platform, from client onboarding, to portfolio management, to analytics and beyond. OneVest’s software was built to be modular, allowing financial institutions to fill gaps in their process depending on their needs. For more information, please visit www.onevest.com.

We’re seeking a full-time Customer Success Manager to support our post-implementation, in-market enterprise customers using the OneVest platform. You’ll be a key resource for supporting financial institutions in using the platform successfully as their business grows and fostering long-term relationships across their teams. With this role, you’ll be a prominent face for the company post-implementation and gather, distill, and communicate key insights about how customers use our product in a live environment. This role will report to the Director of Customer Success.

What you’ll be doing:

Customer Engagement & Relationship Management (50%)

• Own the ongoing relationship with your customers following implementation completion; assisting with adoption, growth, and ongoing customer satisfaction
• Advocate on behalf of customers as it relates to success meetings, quarterly business reviews, and other touchpoints with key stakeholders and senior leadership
• Prepare and deliver regular status updates to internal/external stakeholders, including progress on KPIs, successful outcomes, and feedback on both the solution and services during biweekly meetings and through periodic executive-level reports
• Ensure a positive customer experience by appropriately managing escalations, identifying risks early, and tracking them through to resolution

Adoption, Growth & Enablement (30%)

• Establish a strategic advisory relationship with your assigned customers and drive continued value of OneVest products and services
• Empower customers to execute their strategies by providing expertise on the OneVest platform while highlighting key features and functionality
• Identify cross-sell/upsell opportunities by showcasing advanced modules or feature sets that align with the customer’s business goals and ensuring seamless implementation when required
• Collaborate with customers to identify opportunities to leverage the solution to improve business efficiency, grow their assets under management (AUM), and drive overall business growth
• Conduct training with customers across relevant modules, ensuring they are equipped to leverage the OneVest platform

Internal Collaboration & Process Improvement (20%)

• Collaborate with internal teams (Product & Technology, Implementation, Revenue) to improve the seamless transition of the customer from implementation to business as usual
• In collaboration with internal teams (Product and Implementation), contribute to development of customer-facing content; training documentation, knowledge base, and FAQs
• Continuously contribute to improving internal processes, procedures, and templates to ensure a seamless customer experience
• Identify customers best-suited to participate in research and co-development opportunities as well as participate in the identification of new features

Who we're looking for:

• Minimum of 5 years of experience in the technology industry in Customer Success, Account Management, or similar role within SaaS, fintech, and/or wealth management
• Exceptional communication and interpersonal skills: you can command a room of executives in the same way as a group of contributors
• Proven ability to develop strategies and standard operating procedures for B2B customer success, account management and/or customer enablement
• Demonstrated ability to present, and influence credibly and effectively at all levels of organizations of varying sizes and complexities
• Must be flexible with working hours in order to meet our customer’s needs and respond to inquiries in a timely matter 

What It’s Like To Work With Us:

• Culture: It’s fun, rewarding, fast-paced - and we build cool stuff, too! Learn more here: https://www.onevest.com/company/culture
• Vacation: 4 weeks of vacation
• Flexibility: A flexible & hybrid working environment
• Health & Wellness: Comprehensive Group Health, Dental and Vision Benefit Plan right from the start
• Equity: Employee Stock Option Purchase Plan 
• Opportunity: An environment where you are recognized and growth opportunities are available

Sound like a good fit? Apply today! 

Don’t meet every single requirement? We encourage you to apply anyways. At OneVest, we're dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we would still like to review your resume. You may be just the right candidate for this or other roles.