Manager, Customer Success

• Own product utilization and value realization for Zocks' SMB customers

• Build and lead a high-caliber team of Product Success Specialists

• Recruit, mentor, and manage the team, setting a high bar for customer engagement and product expertise

• Provide actionable feedback and create clear paths for growth

• Track and drive leading and lagging adoption metrics

• Develop data-driven adoption strategies and playbooks with GTM and Product leadership

• Build and deliver scalable programs that educate new SMB customers and drive initial activation

• Proactively monitor a large portfolio of SMB accounts and identify configuration and product-utilization opportunities

• Conduct targeted advisory sessions to drive deeper customer adoption

• Partner with Sales and Account Management to identify expansion opportunities

• Develop one-to-many solutions for product education and activation

• Partner with Product to optimize in-product UX and onboarding flows

• Collaborate with Implementation and Marketing to create scaled training and education content

• 6+ years of experience in scale customer success, implementation, activation or similar
• 3+ years of direct people leadership experience building and managing a team
• Prior experience in a wealth tech/fintech company or financial services firm is a plus
• Creative, systematic thinker who continuously considers how to scale or automate work streams
• Proactive problem solver who identifies trends, improvement opportunities, data, and reporting insights
• Adaptable and comfortable operating in a fast-paced, ambiguous, high-growth environment
• Fluency in modern customer success motions including onboarding and implementation, product activation, value realization, and customer engagement
• Strong interest in AI and its impact on wealth management and financial services
• Background and reference checks required as part of onboarding

Demonstrates expertise in customer success strategies, team leadership, and data-driven decision-making to enhance product utilization and customer engagement in the SMB sector. Proficient in developing scalable training programs and collaborating with cross-functional teams to optimize customer onboarding and activation.

• Customer Success Management
• Team Leadership
• Data-Driven Strategy Development
• Onboarding and Implementation
• Wealth tech/Fintech Experience

• Product Utilization
• Value Realization
• Adoption Metrics Tracking
• Customer Engagement
• Activation Strategies

• Proactive Problem Solving
• Creative Thinking
• Adaptability

• Wealth Management
• Financial Services
• Customer Success Motions
• GTM Collaboration
• Product Education