Head of Customer Success

FP Alpha is a fast-growing WealthTech platform transforming how financial advisors deliver comprehensive, tax, estate, and financial planning. They are seeking a Head of Customer Success to own adoption, retention, and expansion, helping advisory firms unlock the full value of FP Alpha’s platform.

Responsibilities:

• Lead and scale the Customer Success function, developing strategy, processes, and best practices to support a growing client base
• Serve as a senior point of contact for key clients, building trusted relationships and acting as a strategic partner
• Own the customer lifecycle including adoption, engagement, renewal, and expansion
• Develop proactive engagement strategies to drive product adoption, satisfaction, and long-term client retention
• Monitor customer health metrics and identify opportunities to increase usage, deliver value, and mitigate churn risk
• Lead renewal and expansion initiatives, partnering closely with sales and leadership to drive revenue growth
• Build scalable customer success processes, playbooks, and reporting to support company growth
• Implement and optimize customer success tools, dashboards, and workflows
• Analyze customer data and feedback to inform strategy and improve the customer experience
• Partner with Product, Engineering, Sales, and Leadership teams to advocate for customer needs and drive product improvements
• Provide strategic feedback from clients to help shape product development and roadmap priorities
• Work closely with internal teams to ensure seamless client support
• Champion the voice of the customer internally and help develop long-term client partnerships
• Deliver best-in-class support and guidance, ensuring timely resolution of client questions and issues