Head of Enterprise Customer Success

WHAT YOU'LL DO

As Head of Enterprise Customer Success, you will own the post-sales outcomes for Zocks’ largest and most strategic customers which include large RIAs, broker-dealers, banks, and other financial services firms. You will build and lead a high-caliber team of Enterprise Customer Success Managers who act as trusted advisors to these accounts, driving adoption, value and growth.

You’ll be both a builder and an operator: Recruiting and developing the team, designing the playbooks and systems that let it scale, and personally engaging with executive stakeholders at our most important accounts. You’ll partner closely with Sales, Product and other teams to ensure every enterprise customer realizes measurable value from Zocks and build the team to make it repeatable.

Build and lead the enterprise CS team
Recruit, mentor, and manage a small team of Enterprise CSMs, setting a high bar for industry credibility, customer engagement, and product expertise.

Coach the team through complex multi-stakeholder engagements, provide actionable feedback, and create clear paths for growth.

Set the strategy, metrics, and operating model for the function as it scales.

Drive product adoption and utilization
Ensure adoption and usage by customers following Zocks best practices and optimal patterns.

Build a repeatable methodology to proactively guide and advise stakeholders on how to maximize the value they get from Zocks, and identify opportunities to expand Zocks usage in existing accounts.

Drive customer outcomes
Own the team’s impact on value realization, expansion and renewals

Partner closely with Sales to ensure coordinated account strategies that deepen engagement, demonstrate measurable value, and generate expansion and renewals.

Engage with customers
Build and deepen relationships with senior stakeholders at our most strategic accounts.

Step into critical moments to unblock adoption, reinforce Zocks’ value, and act as a trusted advisor on how leading firms are modernizing their advisory operations.

Build systems and playbooks
Design and refine the customer engagement and best-practice playbooks that let the team operate consistently and effectively.

Establish clear performance metrics tied to adoption, utilization, retention, and expansion, and drive accountability through data-informed decisions.

Partner cross-functionally
Collaborate closely with Sales, Product, Engineering, and Solutions to align on customer needs and deliver cohesive solutions. Synthesize feedback from your team and customers to influence the product roadmap, advocating for the workflows and features that matter most to enterprise wealth firms.

WHAT WE'RE LOOKING FOR

Requirements
8+ years of experience in enterprise customer success, strategic consulting, client advisory or similar, with 4+ years direct people leadership experience building and managing a team.

Prior experience in a wealthtech/fintech company or financial services firm is a big plus

Executive credibility: You speak the language of senior stakeholders in financial services firms and have the presence to earn trust up and down the organization.

Operational rigor: You build frameworks and systems for engineering customer outcomes and change management

Fluency in modern customer success motions including onboarding and implementation, product activation, value realization, and customer engagement.

Comfort operating in a fast-paced, ambiguous, high-growth environment, balancing strategic initiatives with hands-on day-to-day execution.

Strong interest in AI and how it will transform wealth management and financial services.

LOGISTICS

The details
This is a remote position, but we are currently only able to hire candidates who reside in the following states: AZ, CA, CO, CT, FL, GA, ID, IL, IA, KS, MA, MI, NE, NJ, NV, NY, NC, OH, PA, SC, TN, TX, WA, WI

Background and reference checks required as part of onboarding

Interview process:

30-min recruiter screen

Up to four 45-min-1 hour video interviews

Offer pending references.

Total estimated time: ~5 hours

COMPENSATION

$180,000-$220,000 base salary

Equity - we're all building this together

BENEFITS

The full pictureHealth
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.

Skills Required
8+ years of experience in enterprise customer success, strategic consulting, client advisory or similar
4+ years direct people leadership experience building and managing a team
Executive credibility with senior stakeholders in financial services firms
Operational rigor building frameworks and systems for customer outcomes and change management
Fluency in customer success motions: onboarding, implementation, product activation, value realization, and engagement
Comfort operating in a fast-paced, ambiguous, high-growth environment
Residency in one of the specified US states (AZ, CA, CO, CT, FL, GA, ID, IL, IA, KS, MA, MI, NE, NJ, NV, NY, NC, OH, PA, SC, TN, TX, WA, WI)
Background and reference checks required as part of onboarding
Prior experience in wealthtech/fintech or financial services firm
Strong interest in AI and its application to wealth management