Vice President of Client Success
26 days ago
New York
About LearnLux LearnLux is the leading provider of workplace financial wellbeing, blending fiduciary digital planning with access to one-on-one guidance from Certified Financial Planner™️ professionals. Our award-winning program helps employees navigate critical financial decisions from budgeting and benefits elections to equity compensation, home buying, and retirement so they can feel confident about their money and focused at work. Advanced reporting helps our partners understand impact, driving outcomes like reduced financial stress, increased productivity, and improved retention. We’re building LearnLux with intention. We move quickly, operate with a high bar for quality, and value people who take ownership of their work. If you’re energized by solving new problems, taking accountability, and pushing yourself to do your best work every day, you’ll find this a rewarding environment. We’re a venture-backed company that has raised over $35M to date and is supported by experienced investors and long-term partners. We’re a growth-focused business building for scale, and we’re excited by the opportunities and challenges that come with that journey. The Role As Vice President of Client Success, you will lead and scale LearnLux’s Client Success function, owning the full post-sale customer lifecycle and ensuring our partners achieve measurable, meaningful outcomes from our platform. This is a highly visible leadership role with direct responsibility for retention, expansion, customer satisfaction, and long-term customer value. You’ll build, manage, and mentor a team of Client Success Managers, setting the vision, structure, and operating rhythm for how we engage with customers as we continue to grow. You’ll partner closely with Sales, Product, Marketing, and Finance to align on customer strategy, feedback loops, and revenue goals, and will play a critical role in shaping how LearnLux delivers value to employers and their employees at scale. This role is remote within the U.S., with a preference for candidates located near NYC for occasional leadership team meetings. This role reports to the CEO and Co-founder. What you’ll do • Own the end-to-end Client Success strategy, including onboarding, adoption, engagement, renewal, and expansion., • Build, lead, and develop a high-performing team of Client Success Managers, including hiring, coaching, performance management, and career development., • Establish clear goals, KPIs, and operating metrics for Customer Success, with a strong focus on retention, customer health, and long-term account growth., • Serve as a senior, strategic partner to key customers, acting as an executive sponsor and trusted advisor for priority accounts., • Design and continuously improve CS processes, playbooks, and workflows to support a growing and increasingly diverse customer base., • Partner cross-functionally with Sales on renewals and expansions, with Product on customer feedback and roadmap input, and with Marketing on customer storytelling and advocacy., • Build scalable systems for gathering, synthesizing, and operationalizing customer insights to inform product and business decisions., • Represent the voice of the customer internally, ensuring customer needs, challenges, and opportunities are reflected in company priorities. You should bring • 10+ years of experience in Customer Success, Account Management, or a related customer-facing leadership role, ideally in a high-growth B2B SaaS environment., • Proven experience building and leading Customer Success teams, including managing managers and scaling CS operations., • A strong track record of driving retention, customer satisfaction, and expansion revenue., • Experience owning executive-level customer relationships and navigating complex stakeholder environments., • Strategic mindset with the ability to balance big-picture planning with hands-on execution., • Excellent communication and interpersonal skills, with the ability to influence across functions and at the executive level., • Comfort operating in ambiguous, fast-moving environments and building structure where it doesn’t yet exist. It would be great if you also • Have experience in HR tech, fintech, benefits, or financial wellness., • Have worked with enterprise customers., • Have helped scale a CS function from early growth stage through more mature operations., • Are familiar with product-led or data-driven approaches to customer health and engagement., • Are based in or near NYC and able to join in-person leadership sessions as needed. LearnLux is a fit for you if you • Thrive in fast-moving environments and enjoy building in moments of change. We operate with urgency, and roles, priorities, and approaches evolve as we grow., • Like wearing multiple hats and helping define the path forward. At LearnLux, roles evolve as we grow, and employees often help create clarity, structure, and direction where it didn’t previously exist., • Take initiative and don’t wait to be asked. You see problems as opportunities and are comfortable stepping in to move work forward., • Are energized by ambiguity and willing to make decisions with imperfect information. We learn quickly by doing, and pace is a competitive advantage for us., • Enjoy being hands-on and owning work end to end. While strategic thinking matters, execution, follow-through, and accountability are what drive impact here., • Are motivated by high standards and continuous improvement. As we hit new milestones, we intentionally raise the bar on quality, ownership, and outcomes., • Value clear, frequent communication and collaboration. As a remote team, staying aligned through proactive communication is core to how we operate. Benefits • Remote-first company structure, • Medical, dental, and vision, • 401(k), • Mental wellbeing (Talkspace), • Financial wellbeing (LearnLux), • Paid vacation and sick leave, • Paid sabbatical after 5 years of service, • A supportive, inclusive team culture, • Opportunities for continuous learning and growth at a fast-growing startup at the cutting edge intersection of financial wellness and technology Closing LearnLux strives to be an inclusive workplace and values learning from and engaging across different perspectives. Women, people of color, LGBTQIA+ individuals, and members of other minority or historically marginalized groups are strongly encouraged to apply. LearnLux is proud to be an equal opportunity employer and does not discriminate against candidates on the basis of race, ethnicity, color, national origin, age, religion, sex, gender, sexual orientation, gender identity, marital status, disability, or veteran status. We are committed to fostering an environment that embraces diversity and inclusion and are seeking candidates from a variety of backgrounds, experiences, abilities, and perspectives to join our team. If you are interested in this opportunity but not sure if you fit this role, please apply and include a note to let us know of your interest. We’re excited to speak with you about joining our team!
