ABOUT US

NextCapital is the leader in enterprise digital advice. NextCapital partners with world-class institutions to deliver personalized planning and managed accounts to individual investors, whether they’re saving for retirement in a 401(k) or IRA or investing in a taxable brokerage account. Our open-architecture digital advice solution provides better outcomes for our partners and individual investors by offering integrated account aggregation, analytics, planning and portfolio management, and customizable advice methodology and fiduciary roles.

JOIN OUR TEAM

Our partners are at the center of our business. As we’ve grown and established our groundbreaking managed accounts platform, the need for a hardworking, committed and energetic customer success department has become clear. We have grown a success team of 4 full-time dedicated success managers, and seek to embody a customer-first mindset across all of our departments.

Now, we are seeking the right VP of Customer Success to set the long-term vision for success at NextCapital and build our success org into an exceptional one. The VP of Customer Success is a member of NextCapital’s Leadership Team and reports directly to the CEO.

Our ideal candidate is obsessed with creating solid partnerships and delivering continuous value to partners. You understand that the foundation of NextCapital’s long-term success lies in our partner ecosystem, our joint solutions, and their trust in us. Our ideal candidate is a strong leader, people manager, and organization-builder -- you are able to set the vision and strategy for the team and execute on a high level.

Learn more about NextCapital at themuse.com/companies/nextcapital.

WHAT YOU’LL DO

• Define the customer success framework and program to effectively drive NextCapital's partners to achieve their growth objectives.
• Serve as the focal point between Business Development, Engineering, Product, and Delivery to orchestrate a variety of work streams with partners (i.e. go to market strategy, user experience, etc).
• Directly lead and manage the NextCapital support team and provide guidance for others within the org who interface with customer support.
• Define key metrics for success, leverage data to inform decision making, and to understand and improve team performance.
• Lead efforts to build out core asset development for the success framework, creating playbooks, templates and measurement standards to drive meaningful success practices.

Requirements

WHO WE’RE LOOKING FOR

• You have demonstrated experience leading customer success and experience at a high performing B2B SaaS company.
• You possess extensive knowledge of managing executive relationships with customers, leveraging best practices and driving adoption and growth.
• You have the ability to develop and lead all aspects of a high-performing organization, driving action and vision through leadership, management and measurement.
• You have highly effective communication skills: able to translate complex issues in an understandable way to c-level executives and a diverse array of internal and external stakeholders. Excellent written, verbal, and presentation skills.

Benefits

WHY YOU’LL LOVE IT

• Play a vital role in a high-growth organization with a clear competitive advantage in the financial services industry
• Lead our customers along success journeys to drive strong retirement outcomes at scale
• Serve in a leadership position amongst the best and brightest in the fintech sphere
• Seize the opportunity to grow a brand new department in a dynamic and creative environment