Head of Customer Experience at Wealth.com in New York, NY

Job description

About Wealth.com Wealth.com is the industry's leading AI-powered estate and tax planning platform, empowering thousands of wealth management firms to modernize how planning guidance is delivered to clients. Purpose-built for financial institutions, Wealth.com is the only tech-led, end-to-end platform that enables firms to scale estate and tax planning with efficiency, consistency and measurable client impact. Trusted by some of the largest names in finance, Wealth.com combines proprietary AI, enterprise-grade security and deep legal and tax expertise to support the full spectrum of client needs, from foundational estate plans to advanced estate and tax analysis and reporting. With Wealth.com Tax Planning, firms can deliver more integrated, proactive planning through a single platform. Wealth.com has been widely recognized for innovation and leadership, earning Top Estate Planning Technology and Top Estate Planning Implementation at the 2025 WealthManagement.com Industry Awards, as well as the #1 estate planning market share in the 2025 Kitces AdvisorTech Study. Role Overview We're hiring a Head of Customer Experience to own the post-sale experience — Support and Onboarding — for Wealth.com's advisors and their end clients. As leader of Customer Success, you will have the unique opportunity to unify and build out a single, scalable customer experience function and build the infrastructure to carry it through our next 18–24 months of growth. This is primarily a process, people, and systems leadership role — not a hands-on delivery seat. You'll spend most of your time designing the operating model, coaching the team, and building the technology and workflow backbone that lets a lean team support a fast-growing advisor base. That said, we're still a company where everyone gets their hands dirty when it counts, and you should be comfortable stepping into a ticket, a call, or an onboarding session when the moment calls for it. What You'll Do • Strategic Leadership • Define the vision and multi-year roadmap for Customer Success, including Support, Onboarding, and Enablement, as our customer base scales in volume and complexity • Build a high-performing team with clear structure, ownership, and accountability — hiring, developing, and retaining talent who are genuinely committed to serving customers well • Champion AI and automation as a lever for scaling the function • Set and own the KPIs that define success for the function and report on them to leadership • Operational Excellence • Build and continuously refine scalable onboarding frameworks, support models, and workflows that hold up as customer segments and product complexity grow • Establish the SOPs, tooling, and escalation paths that let the team operate consistently at scale • Own the operating cadence for the function — regular reviews of volume, themes, and friction points — so issues surface early and get resourced before they become churn risk • Ensure every process decision is evidence-based and defensible: instrument the funnel so claims about what's working (or not) can be shown, not asserted • Cross-Functional Collaboration • Partner with Sales and Account Management to build a seamless, connected customer lifecycle — from handoff at close, through onboarding, to renewal and expansion conversations • Partner with Product and Design to ensure the customer experience evolves in lockstep with the product, translating what customers actually need into clear input for the roadmap • Represent the voice of the customer in cross-functional planning, ensuring CS isn't just executing decisions made elsewhere but shaping them What You'll Bring • A track record of owning outcomes, not just inheriting them — you can speak to specific changes you drove (an incentive redesign, a new lifecycle program, a support model overhaul) and the data behind why they worked. • Demonstrated people leadership — real examples of getting a team aligned and moving in the same direction, not just "I