Head of Customer Success

About Savvy:

Wealth management is a $545 billion industry in the US, yet remains archaic and inefficient with low technology penetration. 75% of financial advisors don’t offer digital communication beyond email, and 62% still build financial plans manually in Excel. This leads to a poor client experience and results in financial advisors spending over 70% of their time on non-client facing, manual work.

Savvy is changing that. We’re building the most advisor-centric platform in wealth management: a digital-first solution that modernizes human financial advice. Advisors who partner with Savvy tap into AI-powered software, automated sales and marketing, and seamless back office workflows to scale faster and spend more time with clients.

We’ve raised over $105M to date from Thrive Capital, Index Ventures, Canvas Ventures, Mark Casady (former LPL Financial CEO), and other top-tier investors. Our team is made up of repeat founders and operators who’ve helped build Airbnb, Square, Brex, Carta, Facebook, $200B+ RIAs, and more.

Savvy is at a pivotal point in its growth trajectory, having established strong product-market fit in providing a modern platform to financial advisors. We’ve surpassed $2.2 billion in AUM in less than three years, grown 600%+ in the last 18 months, and are entering the next phase of the company which involves rapid expansion of our product offering and continued revenue growth. Come help us scale!

The Role:

As Head of Customer Success, you will own the experience, satisfaction, and growth of the financial advisors who partner with us. You will lead and scale our Advisor Experience, Advisor Activation, and Client Experience teams, ensuring that every advisor receives a world-class experience across their entire lifecycle with Savvy.

This role is both strategic and hands-on: you’ll partner closely with Product, Growth, and Operations to design advisor journeys that deliver exceptional value, unlock efficiency through leveraging technology, and drive advisor adoption of our expanding product suite. You’ll also build, develop, and scale a high-performing Advisor Success organization capable of supporting our rapid growth.

Responsibilities:

• Lead, mentor, and scale the Advisor Success organization, including Advisor Experience, Advisor Activation, and Client Experience teams.

• Define and deliver an exceptional advisor experience across onboarding, client transitions, ongoing servicing, and long-term success.

• Partner cross-functionally with Product, Growth, and Operations to translate advisor needs into product features, process improvements, and new services.

• Drive advisor satisfaction, retention, and growth through proactive engagement, product enablement, and wallet-share initiatives.

• Develop and operationalize scalable processes and systems that enhance advisor experience while maintaining efficiency.

• Establish success metrics and KPIs to track advisor outcomes, team performance, and program effectiveness.

• Serve as an executive sponsor for advisors, providing direct support for strategic accounts and escalations.

• Foster a culture of excellence, accountability, and customer obsession across the Advisor Success team.

Must have:

• 10+ years of experience in customer success, account management, or a similar function at a high-growth technology company.

• Demonstrated success managing large and rapidly scaling teams.

• Experience designing and delivering white-glove customer experiences.

• Strong track record of driving product enablement and adoption.

• Adept at partnering cross-functionally with Product, Growth, and Operations teams.

• Comfort engaging directly with customers to problem-solve issues and address escalations.

• Ability to leverage technology and systems to enhance customer experience and drive efficiency.

• Excellent leadership, communication, and organizational skills; ability to build credibility, inspire and align teams around a vision.

Nice to have:

• Experience in wealth management, RIAs, fintech, or financial services.

• Experience leading customer-facing teams in tech-enabled service environments.

• Track record of building customer success organizations during periods of hypergrowth.

• Familiarity with financial advisors’ workflows, client onboarding, and the wealthtech landscape.

Additional Information:

Savvy Wealth is an equal opportunity employer. We are committed to fostering an inclusive work environment that values diversity and individual contributions.

Benefits:

• Competitive salary and equity package

• Unlimited PTO + paid company holidays

• Access to holistic medical, dental, and vision plans

• Company 401(k), Commuter, and HSA/FSA plans

• NYC office in the heart of Manhattan

• Lunch and snacks provided in the office

• Access to virtual mental health care (Spring Health), vision related benefits (XP Health), and health concierge (Rightway) to help you find the right care

• Access to counseling for stress management, dependent care, nutrition, fitness, legal, and financial issues (Guardian WorkLifeMatters EAP)