--- title: Head Customer Experience at Wealth.com in New York, NY description: Wealth.com is hiring for the Head Customer Experience role in New York, NY. Pays $200K–$230K per year. See the full description and apply. type: job url: https://www.foundrole.com/jobs/head-customer-success-at-wealth-com-01a13174-9335-77c2-9f05-cd68af45439e date: 2026-11-15T01:26:44Z og_description: Join Wealth.com as Head Customer Experience in New York, NY. Pays $200K–$230K per year. Full-time, hybrid role. og_image: https://www.foundrole.com/og/oh1chj.png breadcrumbs: - label: Home url: https://www.foundrole.com/ - label: Search url: https://www.foundrole.com/jobs --- | | | |---|---| | **Company** | Wealth.com | | **Location** | New York, NY (Hybrid) | | **Salary** | $200K/yr - $230K/yr | | **Type** | Full Time | | **Posted** | Oct 12, 2026 | ## Is this job real? **Ghost job check:** A- · Low risk. Probably a real opening. ## Visa sponsorship - **H-1B:** Wealth.com sponsors H-1B visas. - **E-Verify:** No E-Verify enrollment on record for Wealth.com. ## Pay for similar jobs Most similar jobs pay $117,000 – $198,000 a year (median $150,000). ## 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 Experience 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. ## Skills - Onboarding - Customer Success Management - Intercom - Planning - Account Management - Key Performance Indicators (KPIs) - Automation - Voice of the Customer - Artificial Intelligence - Empathy - Collaboration - Customer Lifecycle Management - Executive Presence - Lever - Standard Operating Procedures (Sop) - Leadership - Churn Analysis - Product Roadmaps - Operational Excellence - Customer Experience - Strategic Leadership - Communication - Adaptability ## Benefits - Health Insurance - Dental Insurance - Vision Insurance - Disability Insurance - Life Insurance - Parental Leave - Paid Time Off (Pto) - 401(k) Plans - Employee Stock Options (ESOs) ## Related - [Customer Service jobs](https://www.foundrole.com/careers/customer-service?utm_source=ai_markdown)- [Client Relations jobs](https://www.foundrole.com/careers/customer-service/client-relations?utm_source=ai_markdown)- [Customer Experience Manager jobs](https://www.foundrole.com/careers/customer-service/client-relations/customer-experience-manager?utm_source=ai_markdown)- [Browse all companies](https://www.foundrole.com/companies?utm_source=ai_markdown) ## Explore this job market - [New York](https://www.foundrole.com/locations/us/new-york?utm_source=ai_markdown) — 150102 jobs - [Software Products](https://www.foundrole.com/sectors/technology/software-products?utm_source=ai_markdown) — 118920 jobs - [New York, NY](https://www.foundrole.com/locations/us/new-york/new-york?utm_source=ai_markdown) — 66066 jobs ## Related pages - [New York](https://www.foundrole.com/locations/us/new-york?utm_source=ai_markdown) — 150102 jobs - [Software Products](https://www.foundrole.com/sectors/technology/software-products?utm_source=ai_markdown) — 118920 jobs - [New York, NY](https://www.foundrole.com/locations/us/new-york/new-york?utm_source=ai_markdown) — 66066 jobs ## Browse - [Companies](https://www.foundrole.com/companies?utm_source=ai_markdown) - [Jobs by country](https://www.foundrole.com/locations?utm_source=ai_markdown) - [Jobs in the United States by state and city](https://www.foundrole.com/locations/us?utm_source=ai_markdown) - [H1B sponsors by location](https://www.foundrole.com/h1b-sponsors?utm_source=ai_markdown) - [H1B salaries](https://www.foundrole.com/h1b-salaries?utm_source=ai_markdown) - [Sectors and industries](https://www.foundrole.com/sectors?utm_source=ai_markdown) - [Jobs by career field](https://www.foundrole.com/careers?utm_source=ai_markdown) - [Latest jobs](https://www.foundrole.com/jobs/latest?utm_source=ai_markdown)