Director of Customer Success

At Advisor360°, we build technology that transforms how wealth management firms operate, scale, and serve their clients. As a leading SaaS platform in the fintech space, we’re trusted by some of the largest independent broker-dealers and RIAs to power the full advisor and client experience—from portfolio construction and reporting to compliance and client engagement.

What sets us apart? It's not just the tech (though it's best-in-class). It's the people, the purpose, and the passion behind everything we do. We’re a team of builders, thinkers, and doers who believe that great companies are defined by the stories they tell and the experiences they create—internally and externally. We bring deep industry expertise, a collaborative spirit, and a commitment to innovation as we reshape what’s possible in wealth management. 

As we grow, we’re looking for teammates who are ready to roll up their sleeves, think big, and help elevate our brand in a way that reflects the bold ambitions we have for our company and the clients we serve. 

Join us, and be part of a company that's not only moving fast—but making it count. 

We are looking for an executive-caliber, relationship-driven Director of Customer Success who operates comfortably at the intersection of business strategy, financial services domain expertise, and enterprise software delivery. You understand the realities of large wealth management enterprises—home office operations, supervision/compliance, advisor workflows, data governance—and you know how to translate complex platform capabilities (CRM, Digital Onboarding, AI, data, and integration services) into measurable business outcomes. You’re equally strong in the boardroom and the war room: a trusted advisor to C‑suite stakeholders, a steady hand in complex transformations, and a disciplined operator who builds predictable value realization, adoption, and growth.

Here’s What You’ll Do:   

• 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, c