Client Engagement & Success Manager - RIA
Who We Are
Addepar’s purpose is to maximize the positive impact of the world’s capital. More than 700 of the world’s leading financial services firms trust Addepar to unlock the power and possibility of informed, data driven investing and advice. These family offices, wealth managers, banks and institutions use Addepar’s purpose-built SaaS platform and associated Marketplace to deliver exceptional value to their clients in a modern, scalable and secure way.
Our clients use Addepar to manage and advise on more than $3.5 trillion in assets, and we’ve been adding more than $15 billion per week for many consecutive quarters, making us one of the fastest growing companies in fintech. Our board and investors are some of the best in the business: D1 Capital, WestCap, 8VC and Valor Equity Partners have led our last few rounds.
We’re now expanding Addepar’s business around the globe, with clients in more than 25 countries. We’re constantly doubling down on tech- and data-fueled innovation, and our product and platform roadmap is more ambitious today than ever. We place our clients at the center of everything we do, and see a virtually unlimited set of opportunities to expand our client footprint and deepen the value we can unlock by building together.
Addepar is a Forbes Fintech 50 company and an honored member of the CB Insights Fintech 250. Addepar embraces a global flexible workforce model with offices in Silicon Valley, New York City, Salt Lake City and Edinburgh, Scotland.
*Marketplace and brokerage services provided by Acervus Securities, Inc., an SEC registered broker‑dealer and member FINRA / SIPC.
The Role
The Client Engagement & Success Team at Addepar is responsible for the complete post-sales lifecycle of an Addepar client. Through strategic guidance and partnership, CS&E will ensure clients derive maximum value from the platform, leading to overall adoption success, retention, and renewal. Few roles provide such a direct impact on the growth of the company.
You will become a trusted advisor to these customers, deeply understanding their business and their needs, and help them improve the value they get from Addepar. This role involves working closely with the Account Manager, cross-functional Product and R&D teams, and Services functions to drive standard methodologies and utilization of the platform. You will be the client’s internal advocate, helping ensure an excellent experience, and gathering feedback on ways that Addepar can build the next generation of customer-focused solutions.
What You’ll Do
- Cultivate long-term relationships with your portfolio of assigned clients, connecting with key business executives down to the power users applying the platform day-in and day-out.
- Develop a deep understanding of your clients’ business requirements, industry challenges and goals coupled with a strong understanding of how they are using their Addepar solutions to increase their adoption, growth, and ensuring account retention as well as the trusted advisor role with the client.
- Provide strategic oversight during the entire client journey including implementation, optimization, growth, renewal and ensure a seamless handover of knowledge and responsibilities where appropriate
- Develop success plans with clients, including agreed-to mutual critical metrics
- Drive adoption of the platform and provide continuous education to clients on the monthly release improvements to the software
- Confidently discuss opportunities for Addepar services, solutions, and standard methodologies in a way that influences internal and external partners to drive outcomes from pre-sales to post-sales engagement. Assist in the identification of new revenue opportunities for the Account Manager and participate in presentations to clients, including but not limited to:
- New projects based on client need to sell and subsequently lead additional service hours
- Other Addepar products/partners for cross-sell
- Understanding contractual commitments and opportunities for additional revenue
- Partner with the Account Manager to deliver quarterly business reviews to align on business priorities, optimization opportunities, Addepar’s product roadmap, and review product usage patterns or insights
- Be the voice of the client to Product Management, Product Marketing, Support, Renewals, Services, Finance, etc. building strong working relationship with each to ensure client success and consistency of contact
- Build and maintain a high level of client happiness and reference-ability by successfully diagnosing business operations of clients and prescribing appropriate solutions and Services
- Evangelize Addepar customer success stories as well as customer success systems and processes; Develop/maintain technical and business knowledge of industry directions and trends.
Who You Are
- 10+ years in a client-facing role, ideally customer success preferably working with a technical product
- Consistent record of translating business needs into technical utilization of available product solutions
- Strong analytical skills and rigor around bringing discipline, rules, thoroughness, consistencies and framework to processes and operations.
- You have technology knowledge that helps you engage and have credibility with product groups within Addepar and clients up to VP/C-level engagements
- Strong verbal and written communication skills
- History of success as a consultant, pre-sales, technical account manager, or equivalent driving organizational change and adoption efforts
- Experience building and enhancing relationships with key influencers, decision makers, and power users; executive presence and ability to effectively navigate and persuade all levels of an organization
- Strong time management and prioritization skills
- Track record of leading large, sophisticated projects and/or programs
- You have handled difficult customers or situations and can demonstrate resolutions
- Must work within a team environment with Addepar Cross-Functional teams: Sales, Account Management, Product, Marketing, Engineering, and Services peers
- Ability to navigate data and people to find answers
- Independent, adaptable and can thrive in a fast-paced environment
- Experience working in Financial Services/ SAAS preferred
- You are open to travel
- Ability to communicate in Spanish, Portuguese, French (or other languages)
- Certification in Investment Performance Measurement preferred
Our Values
- Act Like an Owner - Think and operate with intention, purpose and care. Own outcomes.
- Build Together - Collaborate to unlock the best solutions. Deliver lasting value.
- Champion Our Clients - Exceed client expectations. Our clients’ success is our success.
- Drive Innovation - Be bold and unconstrained in problem solving. Transform the industry.
- Embrace Learning - Engage our community to broaden our perspective. Bring a growth mindset.
In addition to our core values, Addepar is proud to be an equal opportunity employer. We seek to bring together diverse ideas, experiences, skill sets, perspectives, backgrounds and identities to drive innovative solutions. We commit to promoting a welcoming environment where inclusion and belonging are held as a shared responsibility.
To ensure the health and safety of all Addepeeps and our prospective candidates, we have instituted a virtual interview and onboarding experience.