Customer Success Manager

At Advisor
360°, 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—and making it count.

This role is hybrid, requiring three days per week onsite in our Needham, MA headquarters.

At Advisor
360°, we believe that financial professionals should have powerful, easy‑to‑use technology that helps them focus on what matters most—serving their clients. Our innovative wealth management solutions, including our new Tandem CRM offering, streamline workflows, improve client engagement, and drive business growth.

You are a proactive, relationship‑driven Customer Success Manager who thrives at the intersection of technology, service, and strategy. With a deep appreciation for the unique challenges mid‑market wealth management firms face, you approach each engagement as a strategic partner—ensuring they maximize the value of Advisor
360°’s diverse platform capabilities, including Digital Onboarding, Parrot AI, and other Wealth Tech solutions. With a focus on driving adoption, retention, and growth, you understand how to translate complex product capabilities into real business value and are comfortable navigating client data, product feedback, and success metrics to guide clients to outcomes that matter.

• Client Onboarding & Implementation – Guide new clients through a smooth onboarding experience, ensuring early time‑to‑value and laying the foundation for long‑term success from day one.
• Strategic Relationship Management – Act as the trusted advisor and primary point of contact for mid‑market accounts, building strategic partnerships that drive satisfaction and results.
• Product Adoption & Success Planning – Develop tailored success plans, educate clients on best practices, and proactively drive engagement across the Advisor
  360 platform.
• Retention & Growth – Monitor client health, identify expansion opportunities, and work closely with Sales to drive renewals and upsell opportunities.
• Voice of Customer – Serve as the internal advocate for your clients, working cross‑functionally with Product, Engineering, and Support to elevate issues and champion feedback.
• Training & Enablement – Conduct training sessions, virtual webinars, and one‑on‑one coaching tailored to client maturity to empower clients to get the most out of the Advisor
  360° platform.

• 3‑7 years of experience in Customer Success, Account Management, or Relationship Management in a SaaS or fintech environment.
• A proven track record of driving adoption, improving retention, and growing accounts in a mid‑market client environment.
• Operational understanding of wealth management or financial advisory firms and/or previous Fin Tech experience.
• A customer‑first mindset with a proven ability to build lasting relationships and drive adoption.
• Excellent communication and storytelling skills, with the ability to influence stakeholders from front office to C‑suite.
• Ability to work cross‑functionally and influence internal teams to deliver an outstanding client experience.
• Data‑driven mindset with comfort using success metrics (NPS, retention, adoption, expansion) to inform strategy.
• A proactive, problem‑solving approach…