[Hiring] Customer Success Manager & Solutions Consultant @Thomas Talent Network

Role Description

The Customer Success Manager & Solutions Consultant is a hybrid individual contributor who owns product and domain expertise across the full customer lifecycle — from winning deals as the technical SME on sales calls to delivering the onboarding, adoption, and retention that make each client successful. Because the same person supports the deal pre-close and then owns the account post-close, context never gets lost at handoff. Dual-reporting: to the Head of Sales for pre-sale support and to the Head of Customer Success for post-sale delivery. Requires both the follow-through of a great CSM and the composure of a strong sales engineer on a live call.

What You'll Own

• Own the SME seat on AE demo and technical calls, running tailored workflow-specific demos and handling product, technical, and compliance objections live.
• Drive new-client onboarding and training from platform setup through confident daily usage within 30 days of go-live, across firm sizes and user personas.
• Run cadenced adoption meetings with key stakeholders to surface risk early, protect gross retention, and route expansion signals to the Expansion AE with full technical context.
• Maintain deep product mastery and genuine RIA/compliance domain fluency to remain the expert AEs and clients call first.
• Translate structured customer feedback into clear product requirements (frequency, use case, revenue impact).
• Build and maintain training content, knowledge base articles, and recorded walkthroughs that scale self-service and deflect tickets.

Qualifications

• 3+ years in a customer-facing product role at a wealth management, advisor-tech, or compliance platform (CS, Solutions/Sales Engineering, Implementation, Onboarding, or Technical Account Management).
• Demonstrated ability to run a live product demo and handle technical/compliance objections in real time without escalating.
• Proven post-sale track record of onboarding, driving adoption, and retaining software clients.
• RIA and compliance domain fluency: speaks advisor ROI and CCO audit-risk naturally; fluent on custodians, ADV, fiduciary, and RIA structures.
• Executive stakeholder communication: credible with CCOs, principals, and operations leaders, adjusting style in real time.
• Follow-through and CRM discipline without being managed; owns a full pre- and post-sale book without dropping context.
• Comfortable operating in a growth-stage company under 100 employees without a polished playbook.

Nice-to-Have

• Experience at wealthtech firms serving RIAs or IBDs (Orion, SS&C Black Diamond, Addepar, Tamarac, Envestnet, Morningstar, Nitrogen, Advyzon, InvestCloud, Docupace, or COMPLY).
• Both pre-sale solutions/sales engineering and post-sale CSM/onboarding experience in one background.
• HubSpot CRM fluency and experience with tools like Gong.
• Familiarity with custodian ecosystems (Schwab, Fidelity, Pershing).
• Existing relationships with CCOs, CIOs, or advisory leadership at RIA or IBD firms.

Details

• Employment: Full-Time
• Location: Remote (United States)
• Experience: 3–5 years
• Compensation: $60,000–$80,000 base plus variable tied to GRR, NRR, and trainings; $100,000–$120,000 OTE. No visa sponsorship.