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about 1 month ago
Requirements and responsibilities
About FeatheryFeathery automates data intake workflows for insurance companies. Industry leaders rely on Feathery to power mission-critical workflows like underwriting, client onboarding, policy servicing, and automated account openings.With rapid revenue growth and expanding enterprise demand, we’re scaling our customer success function to support increasingly complex implementations across the insurance ecosystem.Why We’re HiringFeathery is rapidly expanding in the wealth management sector. We support RIAs, broker-dealers, custodians, and fintech platforms in modernizing their client onboarding, advisor transitions, and operational workflows.As we grow, we are looking for a Client Success Manager (CSM) to partner closely with our wealth management clients to ensure successful platform adoption, seamless integrations, and long-term client satisfaction.About The Role You will collaborate directly with advisory firms to help them transform and optimize key operational workflows, including:Client onboarding and account openingAdvisor transitions and repaperingCRM data mapping and client data managementCompliance and operational processesClient servicing workflowsAs CSM, you will serve as the primary partner for new and existing Feathery clients throughout their implementation and ongoing platform usage. You will guide firms through onboarding, oversee integration with their technology stack, and ensure each client launches successfully and continues to achieve measurable operational improvements.This role sits at the intersection of client success, implementation, and operational consulting. You will collaborate closely with Feathery’s product, engineering, and technical teams to ensure client workflows are intelligently designed, integrated, and optimized.Your success will be measured by client satisfaction, successful integrations, platform adoption, and long-term client retention.What You Will Do Client Implementation & Integration SuccessParticipate in the end-to-end onboarding and implementation process for new Feathery clientsEnsure successful integration of Feathery with client systems including CRMs, custodians, and operational platformsManage project timelines, integration milestones, and launch readinessServe as the primary point of contact during implementation and early platform adoptionEnsure clients launch successfully and are positioned for long-term successClient Success & Relationship ManagementFunction as a trusted advisor to wealth management firms using FeatheryMaintain ongoing relationships with key client stakeholders including operations, technology, and leadership teamsMonitor client engagement and platform usage to ensure adoption and satisfactionProactively identify opportunities to improve client workflows and expand platform usagePartner with clients to help them achieve measurable operational improvementsWorkflow & Process OptimizationWork with clients to design and implement efficient workflows for:Client onboardingAccount openingAdvisor transitions and repaperingCompliance and regulatory data collectionClient servicing and operational requestsIdentify opportunities to eliminate manual processes and improve operational efficiencyCRM Data Mapping & Client Data Organization Partner with clients to structure and standardize client data within FeatheryAssist with CRM field mapping and data architecture across platformsEnsure data is captured and organized to support scalable workflowsCoordinate with Feathery’s technical team to support integration and data synchronizationCross-Functional CollaborationCollaborate with engineering, product, and technical teams to support client integrationsTranslate client operational needs into clear technical requirementsProvide client feedback to product teams to help shape future platform enhancementsClient Training & EnablementTrain client operations and advisor teams on how to effectively use FeatheryDeliver onboarding sessions, workflow walkthroughs, and best practice guidanceHelp clients maximize automation and operational efficiencyDocumentation & Process DevelopmentDocument client workflows, implementation processes, and integration requirementsContribute to Feathery’s growing library of implementation playbooks and best practicesHelp refine scalable implementation and Client success processes as the company growsAbout YouExperience working with RIAs, broker-dealers, custodians, or wealth management technology platformsStrong understanding of advisor operations, onboarding, and account opening workflowsExperience in Customer Success, Implementation, Solutions, or Account Management in B2B SaaSAbility to translate operational workflows into technical solutionsEffective communication and relationship management skillsComfortable working cross-functionally with product and engineering teamsBonusExperience working with workflow automation, integrations, APIs, or data platformsExperience supporting regulated industries and compliance-heavy environmentsExperience helping build or scale a Customer Success function from scratchBackground in high-growth B2B SaaS companiesWhat We OfferCompetitive compensation and equityHRA health planUnlimited PTORetirement: 401(k) planA supportive, low-ego team that values ownership and growthCompany offsites to connect and rechargeIf you’re excited about helping wealth management organizations modernize critical workflows — and want to build the foundation of customer success in a fast-growing startup — we’d love to meet you.Feathery is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or any other legally protected characteristic. We’re committed to building an inclusive team and provide reasonable accommodations upon request.
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