Client Success Manager

The Role

The Client Success Management (CSM) team at Addepar is responsible for the complete post-sales lifecycle of a client. Through strategic guidance and partnership, CSM ensures clients derive maximum value from the platform, leading to overall adoption success, retention, and renewal. Few roles provide such a direct impact on the growth of the company.

The CSM Team manages some of Addepar’s largest and most sophisticated clients, including Single Family Offices, Multi-Family Offices and traditional Wealth Management Firms. You will become a trusted partner, deeply understanding and advising on their business, including their strategy, clients, services, team, and technology, and helping them increase the value they get from Addepar. 

This role works closely with the Account Executive, cross-functional R&D, and Services teams to effect change management and drive standard methodologies and utilization of the platform. You will be the client’s internal advocate, helping ensure an excellent experience, and capturing feedback on ways that Addepar can build the next generation of client-centric solutions.

Applicants must be legally authorized to work in the United States for any employer without requiring current or future visa sponsorship (for example, employment-based visas such as H-1B, F-1/OPT, or similar), and must be authorized to begin work in the U.S. on their first day of employment.

What You’ll Do

• Have a deep understanding of Addepar's Key & Strategic Client segment including industry challenges, and goals, coupled with a strong understanding of how they are using Addepar to increase client adoption, growth, and ensure account retention
• Provide strategic oversight during the entire client journey, including implementation, optimization, growth, renewal so your team can deliver a seamless handover of knowledge and responsibilities where appropriate
• Partner with your Account Executive to deliver quarterly business reviews to align on business priorities, optimization opportunities, Addepar’s product roadmap, and to review product usage and adoption patterns and/or insights
• Be the voice of the client to Product Management, Product Marketing, Support, Renewals, Services, Finance, etc. building strong working relationship with each to ensure client success and consistency of contact
• Build and maintain a high level of client happiness and reference-ability by successfully diagnosing business operations of clients and prescribing appropriate solutions and Services
• Key to the position is a strong work ethic, creativity of approaches in covering clients, sense of urgency in everything you do, and strong leadership capabilities which include building, cultivating and supporting a high-performance team, supporting team objectives and driving client success. This person must have a successful track record of: collaborating with multiple cross-functional team members, including sales, marketing, R&D, Finance and Legal; interacting regularly with senior level leaders and C-level management to ensure GTM objectives are met. They must maintain a deep understanding of Addepar technology and be able to articulate Addepar’s propositions to the partner community

Who You Are 

• 8+ years of experience or (5 years + MBA) in working in a client facing role with proven track record an in-depth knowledge of our strategic client segment
• Strong work ethic, upbeat, proactive, standout colleague
• Excellent problem solving, communication, organization, and time leadership skills
• Data and metric driven
• Flexibility and ability to adapt to new demands; strong sense of urgency
• Assertiveness, candor, and a “company first” mentality
• Minimum of Bachelor’s Degree or equivalent experience