Product Success Specialist

About the role

This role owns the design and execution of scalable product success programs for our SMB customer base. You will build and manage onboarding and adoption playbooks that accelerate initial workflow activation and drive account expansion. You are responsible for turning deep product expertise into repeatable educational frameworks that help advisors use Zocks to automate operations and grow their business. You will advise and educate users on the Zocks platform, translating complex features into clear, practical steps for financial advisors. Every initiative you own will directly support the mission of changing how financial advisors serve their clients every day. This is a role where your work will immediately influence product direction and customer outcomes at scale.

Key facts

What you'll do

Drive activation for new SMB customers by designing and delivering scalable education programs that accelerate initial product adoption.

Proactively monitor a large portfolio of SMB accounts, surface configuration and utilization gaps, and run targeted advisory sessions that unlock deeper platform usage.

Analyze adoption trends and build data-driven playbooks in partnership with GTM and Product leadership to improve time-to-value.

Optimize in-product UX and onboarding flows through close collaboration with the Product team and insights from customer behavior.

Create scaled training and education content with Implementation and Marketing to support ongoing user engagement and expansion.

Identify expansion opportunities within existing customer accounts by partnering with Sales and Account Management teams.

Track leading and lagging adoption metrics, then translate findings into actionable strategies and refined onboarding experiences.

Maintain sharp, curious, and kind communication standards that reflect the SHARC values of speed, hunger, adaptability, resilience, and curiosity.

Operate effectively in a fast-paced, high-growth startup environment where ambiguity is common and rapid pivots are expected.

Contribute to a collaborative, low-ego culture where smart people solve hard problems together and build long-term client relationships.

Requirements

3+ years experience in implementation, activation, scale customer success, or similar roles focused on driving adoption.

Experience managing a high-volume book of business in a scale, SMB, or similar customer segment with recurring touchpoints.

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

Creative, systematic thinker who continuously explores how to scale or automate workflows over time.

Proactive problem solver who identifies trends and turns them into improvement opportunities and standardized best practices.

Builder mentality that thrives in fast-paced, ambiguous, high-growth environments and enjoys figuring out what is next.

Strong interest in AI and how it will transform wealth management and financial services for advisors and clients.

Ability to communicate clearly with both technical and non-technical stakeholders, including product, sales, and executive audiences.

Comfortable working with data to track adoption metrics and derive insights that shape product and education strategies.

Nice to have

Experience designing onboarding and adoption programs for SMBs in financial services or related regulated industries.

Background working with AI tools and understanding of how generative AI changes advisor workflows.

Familiarity with wealthtech platforms and the specific needs of financial advisory firms.

Experience collaborating with cross-functional teams such as Sales, Marketing, Implementation, and Product.

Track record of owning metrics-driven initiatives and demonstrating impact on activation and expansion.

Practical notes

This role requires a hybrid work schedule with 2-3 days in the office.

Background and reference checks are required as part of the onboarding process.

The interview process includes a 30-minute recruiter screen followed by up to three 30-45 minute video or in-office interviews.

Total estimated time for the interview process is approximately 3 hours.

Applications must be submitted by Sept 1.

Compensation and benefits

Apply by Sept 1 | $75,000-$90,000 base + equity

Health

Medical: 100% of employee premium covered (UnitedHealthcare Select Plus network, 2 plan options)

Dental: 99% covered

Guardian, $1,500 annual benefit

Vision: 99% covered

Guardian/VSP, $150 frames & contacts allowance

FSA: Zocks matches dollar-for-dollar up to $500/year

Time off

Unlimited PTO

Paid sick time

11 paid holidays

Family

Birthing parent: 12 weeks fully paid parental leave

Non-birthing parent: 6 weeks fully paid parental leave

Financial

401(k) via Guideline

Pre-tax and Roth options; low-cost Vanguard funds

Everything else

MacBook laptop + Google Workspace, Slack, and Zoom provided

Equity grant - details included as part of your offer

Growth opportunities for high performers after 6 months

Collaborative, low-ego culture with smart, kind teammates

Equal Opportunity

Zocks AI is an equal opportunity employer. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, or other protected characteristics.