Head of Customer Success

FP Alpha is a fast-growing WealthTech platform transforming how financial advisors deliver comprehensive, tax, estate, and financial planning.

We are seeking a Head of Customer Success to own adoption, retention and expansion—helping advisory firms unlock the full value of FP Alpha’s platform.

This is a unique opportunity to shape the customer success strategy at a high-growth fintech company, work directly with leadership, and play a critical role in scaling client impact and revenue.

Key Responsibilities

Customer Success Leadership

• Lead and scale the Customer Success function, developing strategy, processes, and best practices to support a growing client base.
• Serve as a senior point of contact for key clients, building trusted relationships and acting as a strategic partner.
• Own the customer lifecycle including adoption, engagement, renewal, and expansion.

Client Engagement & Retention

• Develop proactive engagement strategies to drive product adoption, satisfaction, and long-term client retention.
• Monitor customer health metrics and identify opportunities to increase usage, deliver value, and mitigate churn risk.
• Lead renewal and expansion initiatives, partnering closely with sales and leadership to drive revenue growth.

Operational Excellence

• Build scalable customer success processes, playbooks, and reporting to support company growth.
• Implement and optimize customer success tools, dashboards, and workflows.
• Analyze customer data and feedback to inform strategy and improve the customer experience.

Cross-Functional Collaboration

• Partner with Product, Engineering, Sales, and Leadership teams to advocate for customer needs and drive product improvements.
• Provide strategic feedback from clients to help shape product development and roadmap priorities.
• Work closely with internal teams to ensure seamless client support.

Customer Advocacy

• Champion the voice of the customer internally and help develop long-term client partnerships.
• Deliver best-in-class support and guidance, ensuring timely resolution of client questions and issues.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Client Relationship Management, preferably within Fintech, WealthTech, or Wealth Management technology.
• Experience leading or helping build a Customer Success function or team.
• Proven ability to drive customer retention, adoption, and long-term relationship growth.
• Strong communication and presentation skills with the ability to engage senior stakeholders.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Analytical mindset with experience leveraging customer data and metrics to inform strategy.
• Experience with customer success platforms such as HubSpot, Pendo, or similar tools is a plus.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Entrepreneurial mindset and enthusiasm for working in a high-growth startup environment.

Why Join Us?

Opportunity to build and lead the Customer Success function at a growing WealthTech company

Work closely with leadership and have direct impact on company growth and client outcomes

Collaborative, entrepreneurial environment where your ideas and leadership matter.

Salary & Benefits: Starting at $135,000 (plus potential incentives), commensurate with experience.

Comprehensive benefits include:

• Fully paid medical coverage (no in-network copays or deductibles)
• Dental and vision insurance
• Life insurance, AD&D, short- and long-term disability
• Flexible Spending Account (FSA)
• Generous 401(k) match with Traditional and Roth options
• Fully paid parental leave

Equal Opportunity Employer

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.