Head of Enterprise Customer Success

About the role

You will own the end-to-end success of Zocks' largest and most strategic enterprise customers, including large RIAs, broker-dealers, banks, and other financial services firms. You will build and lead a high-caliber team of Enterprise Customer Success Managers who act as trusted advisors, driving adoption, value, and growth across complex, multi-stakeholder environments. This role requires equal parts builder and operator, shaping both the human and operational systems that scale enterprise outcomes. You will recruit, mentor, and develop top-tier talent while setting the standard for credibility, rigor, and impact. You will partner deeply with Sales, Product, and Engineering to ensure every customer realizes measurable, repeatable value from Zocks. Ultimately, you will define the playbook for enterprise success across the industry and set the tone for how Zocks supports its most critical clients.

Key facts

What you'll do

Drive end-to-end ownership of post-sales outcomes for Zocks' largest and most strategic enterprise customers across wealth management and financial services.

Build and lead a high-caliber team of Enterprise Customer Success Managers, setting a high bar for industry credibility, customer engagement, and product expertise.

Recruit, mentor, manage, and develop people, establishing a culture of ownership, curiosity, and relentless execution within the enterprise CS function.

Design and refine customer engagement playbooks, operational frameworks, and success metrics that scale predictably as the business grows.

Establish clear performance metrics tied to adoption, utilization, retention, and expansion, and drive accountability through data-informed decisions.

Partner closely with Sales to ensure coordinated account strategies that deepen engagement, demonstrate measurable value, and generate expansion and renewals.

Define and execute the strategy for product adoption and utilization, ensuring customers follow Zocks best practices and optimal patterns.

Proactively guide and advise stakeholders on how to maximize the value they get from Zocks, identifying opportunities to expand usage within existing accounts.

Step into critical moments with executive stakeholders to unblock adoption, reinforce Zocks' value, and act as a trusted advisor on how leading firms are modernizing their advisory operations.

Synthesize feedback from your team and customers to influence the product roadmap, advocating for workflows and features that matter most to enterprise wealth firms.

Establish a repeatable methodology to proactively guide and advise stakeholders across the customer journey, from onboarding through expansion and renewal.

Own the team's impact on value realization, expansion, and renewals, ensuring that strategic accounts achieve their desired outcomes with Zocks.

Build deep relationships with senior stakeholders at the most strategic accounts, becoming a trusted advisor on operational and strategic priorities.

Create systems and playbooks that enable the enterprise CS team to operate consistently, efficiently, and at scale across a complex market.

Requirements

8+ years of experience in enterprise customer success, strategic consulting, client advisory, or similar roles, with 4+ years of direct people leadership experience building and managing a team.

Prior experience in a wealthtech/fintech company or financial services firm is a big plus.

Executive credibility: You speak the language of senior stakeholders in financial services firms and have the presence to earn trust up and down the organization.

Operational rigor: You build frameworks and systems for engineering customer outcomes and change management.

Fluency in modern customer success motions including onboarding and implementation, product activation, value realization, and customer engagement.

Comfort operating in a fast-paced, ambiguous, high-growth environment, balancing strategic initiatives with hands-on execution.

Strong written and verbal communication skills, with the ability to influence without direct authority and simplify complex topics for diverse audiences.

A builder mindset that enables you to create repeatable processes, document rigorously, and scale systems that empower the team.

Commitment to data-driven decision-making, using metrics to drive accountability, insight, and continuous improvement.

Nice to have

Experience designing and scaling customer success functions in enterprise SaaS or fintech environments.

Background working with advisory firms, RIAs, broker-dealers, or wealth management institutions.

Deep knowledge of financial advisor workflows, client onboarding, and regulatory considerations in financial services.

Experience with CRM and customer data platforms, especially systems used in wealthtech and professional services.

A track record of coaching and developing high-performing customer success teams.

Practical notes

Apply by September 1.

This role is based in the United States and is fully remote.

This is a full-time position with equity participation.

Travel is not required for this role.

No visa sponsorship is currently available for this position.