Customer Success Associate

We’re seeking a Customer Success Associate to be the day-to-day partner for the financial advisors using Vega across onboarding, adoption, support, and ongoing relationships.

This is a customer-facing IC role for someone who genuinely cares about the work financial advisors do. You will help new firms get up and running on Vega, help advisors and their staff get real value from the product every week, and make sure questions get answered quickly and clearly. The advisors we serve manage real money for real families, and the bar for service is high.

You will own a meaningful piece of the customer experience day to day, working alongside our Customer Success team and partnering closely with Product, Engineering, and Marketing to keep advisors successful and feeling cared for.

• Help run onboarding for new advisor firms, including kickoff calls, account setup, integrations with their CRM and email, and rollout to their team.
• Build training materials, run live sessions, and improve self-serve resources that help advisors and their staff get to value quickly.
• Drive adoption across the advisor’s full workflow, including meetings, emails, research, and CRM data entry, not just initial sign-up.

• Be a primary point of contact for advisor questions across email, chat, and calls.
• Triage and resolve issues quickly, looping in Product or Engineering when needed.
• Run regular check-ins with assigned accounts and follow up on open items.
• Spot expansion and referral opportunities and pass them to the team.

• Capture advisor feedback systematically and feed it into clear, prioritized input for Product and Engineering.
• Help surface customer stories, case studies, and testimonials with Marketing.
• Build a tight feedback loop between customers and the rest of the company.

• Help build and maintain the playbooks, dashboards, and tooling that let Customer Success scale.
• Keep account, usage, and health data clean and reliable.
• Continuously improve the customer experience as we grow.

• 1+ years in a customer-facing role at a B2B SaaS company, or equivalent experience in customer support, account management, sales, or operations.
• Strong written and verbal communication. You can lead a friendly onboarding call or write a clear, helpful response under pressure.
• Highly organized and detail-oriented, comfortable juggling many conversations without dropping balls.
• Curious and technical enough to be effective with AI products, integrations, and modern CRM and SaaS tools.
• A genuine interest in financial services, advisors, and helping people get real value from software.

• Familiarity with financial advisors, RIAs, broker-dealers, or other regulated financial services teams.
• Background in fintech, wealth tech, or another AI-forward product.
• Familiarity with CRMs (Salesforce, Hub Spot, Wealthbox, Redtail) and tools like Slack, Notion, and modern support stacks.

• You make customers feel cared for, and they tell their peers about the experience.
• You are calm, clear, and helpful under pressure, especially when something is going wrong.
• You take ownership of advisor outcomes, not just resolved tickets.
• You can spot patterns across customer conversations and turn them into clear input for Product and Engineering.
• You keep your own systems clean and your follow-ups tight, even with a busy book.