Client Success Lead

About CircleBlack

CircleBlack is a comprehensive WealthTech solution designed for independent Registered Investment Advisors (RIAs). The platform serves over 300 advisory firms and 2,000 advisors by providing essential data aggregation and an operational framework that enhances client service, portfolio management, reporting, CRM, billing, document management, and workflow efficiency. Leveraging a multi-custodian data foundation, CircleBlack integrates, reconciles, and organizes crucial advisor and client data. The platform is evolving to incorporate AI-driven functionalities to support advisory firms with clearer, more consistent, and intelligent operations.

Role Summary

The Client Success Lead is responsible for overseeing the ongoing success of a set portfolio of advisor clients, ensuring they maximize the value from CircleBlack’s platform. This hands-on role requires close engagement with clients, managing operational details, and coordinating effectively with support, onboarding, product, engineering, sales, and leadership teams to resolve issues, prioritize adoption, and maintain client commitments.

Key Responsibilities

• Manage daily success and service delivery for assigned advisor relationships, ensuring clear success plans and measurable progress.
• Understand each firm’s unique business models, workflows, user dynamics, client base, goals, and priorities, connecting these to CircleBlack capabilities.
• Build lasting trust by maintaining responsiveness, preparedness, commercial insight, and delivering tangible value to contacts including firm principals, COOs, and platform users.
• Collaborate with onboarding, implementation, training, and support groups to facilitate smooth client transitions from setup to steady-state usage.
• Promote adoption of core CircleBlack functions such as reporting, portfolio management, CRM, billing, document handling, and AI-enhanced features.
• Conduct regular client check-ins and business reviews to track adoption metrics, address support issues, and advance client goals.
• Detect and address at-risk relationships early by documenting concerns and mobilizing the necessary internal resources swiftly.
• Maintain ongoing awareness of client health indicators, engagement levels, adoption status, support cases, renewal preparedness, and delivered value preceding renewal discussions.
• Identify potential upsell or expansion opportunities, including additional product capabilities, seat increases, and growth linked to client scaling.
• Collect and relay client feedback, identify workflow trends and product gaps to leadership and relevant teams to inform improvements.
• Keep thorough records including client success plans, meeting notes, escalation histories, health assessments, and follow-ups.
• Uphold service standards, escalation protocols, SLA commitments, and communication frameworks, assisting clients in navigating complex issues with internal coordination.

Ideal Candidate Profile

• 4 to 8+ years of experience in client success, account or relationship management, implementation, financial services, B2B SaaS, fintech, or wealth management.
• Comfort working with independent advisory firms, financial advisors, and operations teams; knowledge of RIA environments highly advantageous.
• Strong familiarity with custodians, portfolio reporting, CRM, billing systems, document management, and advisor technology preferred.
• Aptitude for building and sustaining trust, distinguishing between mere client satisfaction and genuine client success.
• Ability to interpret adoption data, identify support patterns, assess client health signals, and translate insights into actionable strategies.
• Highly organized with excellent skills in managing multiple client priorities, tracking follow-ups, coordinating cross-functional teams, and maintaining momentum in complex relationships.
• Commercial awareness of the links between adoption, customer satisfaction, renewal readiness, expansion prospects, and revenue retention.
• Clear and calm communicator adept at managing complex issues, frustrated clients, and aligning multiple internal stakeholders.

Performance Metrics

Success will be measured by client satisfaction and health, adoption rates, smooth onboarding outcomes, preparedness for renewal conversations, renewal success, escalation and follow-through, quality of communication, early identification of retention risks, support for growth opportunities, and accuracy of documentation. Leading Client Success professionals will ensure clients feel well understood, supported, and confident that CircleBlack enhances their operations.

Compensation and Benefits

• Annual base salary between $90,000 and $120,000, commensurate with experience.
• Performance-based annual bonus linked to product and business outcomes.
• Comprehensive benefits package including health, dental, and vision insurance, 401(k) retirement plan, and generous paid time off.

Additional Information

This opportunity is ideal for someone eager to contribute to a growing company addressing a fragmented and technology-hungry RIA market, shaping client success efforts as client experience and AI-driven capabilities become central to the platform's value.