---
title: 'Head of Customer Success at Wealth.com'
canonical: 'https://feeny.ai/job/head-of-customer-success-wealth-com-new-york-g2f8gpaxvkjv'
type: 'job'
last_seen: '2026-10-13'
---

# Head of Customer Success at Wealth.com

- **Company:** Wealth.com
- **Location:** New York, NY
- **Compensation:** $200k–$230k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-12
- **Last confirmed live:** 2026-10-13
- **Apply:** https://jobs.ashbyhq.com/wealth-com/d6fc3177-58eb-4562-991a-35e1564502f9

## Job description

About [Wealth.com](http://Wealth.com) [Wealth.com](http://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](http://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](http://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](http://Wealth.com) Tax Planning, firms can deliver more integrated, proactive planning through a single platform. [Wealth.com](http://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](http://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 Success to own the post-sale experience — Support and Onboarding — for [Wealth.com](http://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 managed a team of X."
- Comfort operating with ambiguity and speed. A blend of institutional rigor and startup adaptability — in either order — is ideal.
- Executive presence: polished communication and the ability to present data and recommendations directly to leadership.
- Genuine empathy for the financial advisor's experience — understanding that a bad moment for their end client reflects directly back on them, and that timing (a task due before a client meeting in the next hour) can matter as much as the task itself.
- Experience leading Support and/or Onboarding through Series A/B through the next stage of growth, and ability to translate that playbook into [Wealth.com](http://Wealth.com); or experience from a more established Customer Success/Experience function where you can see 18–24 months ahead and are ready to apply that experience proactively rather than reactively.

## Nice to Have

- Experience in fintech or another regulated, relationship-driven vertical.
- Experience standing up or scaling an AI-assisted support model (e.g., Intercom/Fin or similar).
- Experience building both enterprise/institutional and SMB-style onboarding motions in parallel.

## Benefits & Perks

- Hybrid work arrangement in New York City (3x a week)
- Excellent medical, dental, and vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees.
- 100% company-paid basic life insurance, short-term and long-term disability insurance.
- 100% paid parental leave upon eligibility.
- Company equity managed through Carta.
- 401k with match and 100% vesting upon hire.
- Flexible PTO in an environment where taking time off to relax or recharge is supported and encouraged.
- Take time off for holidays—and yes, your birthday counts too. Celebrate, relax, and recharge without thinking twice.
- Free estate planning for life!

Wealth is an equal opportunity employer and encourages people from all backgrounds to apply. Should you have a disability or special need that requires accommodation, please let us know.

## About Wealth.com

## Company Overview
- **One-liner**: Wealth.com is an AI-powered estate and tax planning platform that enables financial advisors to deliver scalable, proactive planning to their clients.
- **Entity Type**: Private (backed by leading institutional investors including Google Ventures, Charles Schwab, and Citi)
- **Headquarters**: Tempe, Arizona, USA (with additional offices in New York City and San Francisco)
- **Founded**: 2020 (founded after Rei Carvalho sold Emailage to LexisNexis)
- **Founders**: Rei Carvalho (Co-Founder & Executive Chairman), Rafael Loureiro (CEO), Tim White (Co-Founder)

## Core Business
- **Primary industry/industries**: Financial Services – Estate Planning & Tax Planning Software
- **Target customers**: B2B – Financial advisors, wealth managers, private banks, broker-dealers, and RIAs serving mass affluent to ultra-high-net-worth clients
- **Mission or purpose**: “Remove the complexity from estate planning and give families, and the advisors who serve them, the clarity and confidence to plan for every tomorrow.” [wealth.com](https://www.wealth.com/about/)

## Products & Services
- **[Estate Planning Platform]**: A unified SaaS platform for creating attorney-grade documents (wills, trusts, powers of attorney, healthcare directives) and managing the full estate planning lifecycle.
- **[Ester® AI Engine]**: AI that extracts, summarizes, and analyzes existing estate and tax documents, turning complex documents into actionable insights.
- **[Scenario Builder]**: Visualization tool that models wealth transfer, tax implications, and multi-generational estate scenarios.
- **[Vault]**: Secure document storage and sharing portal for clients and their trusted advisors.
- **[Tax Planning Module]**: Integrated tax analysis that brings estate and tax planning together, enabling continuous optimization.
- **[Integrations]**: Direct API integrations with Salesforce, eMoney, Orion, Wealthbox, Redtail, Addepar, BlackDiamond, Schwab, Carta, Coinbase, Zillow, and more.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (privately held)
- **Key Metric**: Combined AUM of wealth managers using Wealth.com exceeds $15 trillion [wealth.com](https://www.wealth.com/about/)
- **Notable Investors/Partners**: Google Ventures, Charles Schwab, Citi Ventures, Anthos Capital, Alumni Ventures, Dynasty Financial Partners, Titanium Ventures, Pruven Capital, Fifty Three Stations (The Pritzker Organization), Firebolt Ventures, Bela Juju Ventures, Kfund [wealth.com](https://www.wealth.com/about/)
- **Growth Signals**: LinkedIn followers grew 56.5% year-over-year (12,617 followers). Active job postings increased 116.7% year-over-year (13 open roles). Offices expanded to three major U.S. cities (NYC, Tempe, SF). [linkedin.com](https://www.linkedin.com/company/wearewealth)

## Competitive Advantages
- **AI-native platform**: Ester® AI extracts and analyzes legal documents, saving advisors hours of manual review.
- **Full lifecycle coverage**: From document creation to ongoing monitoring and tax optimization – not just a document generator.
- **Deep integrations**: Connects with the most widely used wealth management tools (CRMs, portfolio systems, custodians), reducing data entry.
- **Institutional trust**: Used by the largest private banks, wirehouses, and broker-dealers, with over $15 trillion in AUM represented.
- **Advisor-led model**: Strengthens advisor-client relationships by keeping the advisor at the center of planning.

## Strategic Focus
- **AI & automation**: Continued investment in AI (Ester®) to further automate document analysis, tax scenario modeling, and proactive planning alerts.
- **Tax planning expansion**: Deepening the tax module to make tax optimization a continuous, integrated part of estate planning.
- **Platform scale**: Growing the number of firms and advisors using the platform, expanding into new segments (emerging wealth to UHNW).
- **Partnership ecosystem**: Building additional integrations and strategic partnerships with financial institutions and technology providers.

## Why Work Here
- **Culture**: Five core values – Compassionate Honesty, Seek Progress Not Perfection, We Win Together, Inspired to Innovate, Accountability Matters. [wealth.com](https://www.wealth.com/careers/)
- **Work model**: Hybrid/office-based with modern collaborative spaces in NYC (NoMad), Tempe (downtown), and San Francisco. “We believe our best work happens when people spend meaningful time together.” [wealth.com](https://www.wealth.com/careers/)
- **Benefits**: Free lifetime estate planning for employees, 401k with 100% company match and immediate vesting, full medical/dental/vision coverage, equity (stock options), flexible PTO, paid parental leave, paid holidays (including your birthday). [wealth.com](https://www.wealth.com/careers/)
- **Engineering culture**: Focus on AI/ML, security, and platform engineering. Open roles include Senior Software Engineer - AI/ML, Senior Security Engineer, Applied Scientist - AI/ML Intern. [linkedin.com](https://www.linkedin.com/company/wearewealth)
- **Growth**: Rapidly scaling company with strong year-over-year hiring growth and a mission-driven product that directly impacts families’ financial security.

## Sources
1. [wealth.com - About](https://www.wealth.com/about/)
2. [wealth.com - Careers](https://www.wealth.com/careers/)
3. [linkedin.com - Wealth.com](https://www.linkedin.com/company/wearewealth)
4. [cbinsights.com - Wealth.com](https://www.cbinsights.com/company/wealth)

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