Manager, Customer Success

WHAT YOU'LL DO
As Manager, Customer Success you will own product utilization and value realization for Zocks' SMB customers which include advisors affiliated with large RIAs, broker-dealers, and other financial services firms. You will build and lead a high-caliber team of Product Success Specialists who accelerate Zocks users to activate their initial workflows and expand into new ones.
You'll be both a builder and an operator: Recruiting and developing the team, and designing the playbooks and systems for them to grow. You'll partner closely with Product, Marketing, Sales and other teams to ensure SMB customers realize value from Zocks and you'll build the team to make it repeatable.
Build and lead the Customer Success Specialists Team
Recruit, mentor, and manage a team, setting a high bar for customer engagement and product expertise
Provide actionable feedback and create clear paths for growth.
Track and drive key leading and lagging adoption metrics, and use those trends to develop data-driven adoption strategies and playbooks in collaboration with GTM and Product leadership.
Drive product adoption and utilization
Accelerate time-to-value for new SMB customers by building and delivering scalable programs that educate customers on best practices and drive initial activation.
Build a repeatable methodology to proactively monitor a large portfolio of SMB accounts, identify opportunities to improve configuration and product utilization, and conduct targeted advisory sessions to help those customers drive deeper adoption.
Partner with Sales and Account Management to identify expansion opportunities in existing customers.
Create scalable solutions
Develop one-to-many solutions that drive product education and activation based on patterns you identify in your teams' conversations with customers.
Partner with Product to optimize our in-product UX and onboarding flows.
Collaborate with Implementation & Marketing to create new scaled training and education content.
WHAT WE'RE LOOKING FOR
Requirements
6+ years of experience in scale customer success, implementation, activation or similar, with 3+ years direct people leadership experience building and managing a team.
Prior experience in a wealthtech/fintech company or financial services firm is a plus
Creative, systematic thinker: You continuously think about how to scale or automate workstreams over time.
Proactive problem solver: You identify trends and use them to uncover improvement opportunities and standardize best practices. You identify data and reporting that would uncover new insights and direct our approach.
Builder mentality: You are adaptable and comfortable operating in a fast-paced, ambiguous, high-growth environment.
Fluency in modern customer success motions including onboarding and implementation, product activation, value realization, and customer engagement.
Strong interest in AI and how it will transform wealth management and financial services.
LOGISTICS
The details
This role is based in the Denver area and requires a hybrid work schedule (2-3 days in office)
Background and reference checks required as part of onboarding
Interview process:
30-min recruiter screen
Up to four 45-min-1 hour video or in-office interviews
Offer pending references.
Total estimated time: ~4 hours
COMPENSATION
$130,000-150,000K base salary
Equity - we're all building this together

BENEFITS
The full picture
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, veteran, or disability status. We believe diversity drives creativity, innovation, and success - and we encourage all qualified people to apply.
We may use AI tools to support parts of the hiring process. These tools assist our team but do not replace human judgment. Final hiring decisions are always made by humans.