Client Success Manager

Who We Are

About leafplanner
We’re pioneering the intersection of WealthTech, family office management, and professional services technology. Our platform—built on over 30 years of wealth advisory and risk-management expertise—helps ultra-affluent families and their advisors organize both “hard” and “soft” information, identify blind spots, and streamline the succession-of-information. By combining cutting-edge software with emotionally intelligent guidance, we empower families to preserve their legacies and make informed decisions, generation after generation.

Our Mission
At leafplanner, we believe that true financial stewardship extends beyond numbers. We’re dedicated to educating, engaging, and empowering families so they can leave an enduring legacy. Through innovative tools and thought leadership, we help clients uncover opportunities, prevent gaps, and build lasting peace of mind.

Recognition
We’re proud recipients of four Family Wealth Report Awards, and our insights have been featured in Forbes, Spear’s, Crain Currency, Wealth of Wisdom 2.0, Family Offices: The STEP Handbook for Advisors, and top industry podcasts.

The Opportunity

We're looking for a Client Success Manager to build out and own the client success and support function for our HNW/UHNW clients and the professional service firms (RIAs, family offices, estate attorneys, CPAs) who serve them.

This is a newly defined role. Historically, client-facing work at our company has been handled through a concierge model—high-touch, largely manual, data-entry-heavy support delivered by our Concierge Team. As we scale, we need someone who brings traditional Client Success and Support rigor, proactive account health monitoring, structured onboarding, ticketing discipline, renewal/retention ownership, and client communication cadences — while still being comfortable rolling up their sleeves on concierge-style work when white-glove service calls for it.

You'll partner closely with our Implementation Manager on onboarding and leafplan build-out, and with our Director of Concierge Services (upon her return from leave) to establish a clearer division of labor between "Client Success" and "Concierge" going forward. During the Director's 6-week maternity leave, you will also help ensure continuity of service for existing concierge clients.

Who You Are

• 4+ years in a Customer Success, Account Management, or Client Support role, ideally at a B2B SaaS company; experience serving high-touch, high-expectation clients (wealth management, legal, financial services, or similar) strongly preferred.
• Demonstrated ability to build or mature a support/CS function — not just execute within an existing one.
• Excellent written and verbal communication skills; comfortable communicating directly with UHNW individuals, family offices, and professional advisors with appropriate discretion and polish.
• Hands-on experience with HubSpot (CRM/communication tracking) and JIRA (ticketing/workflow) required; Stripe familiarity a plus.
• Empathetic, calm under pressure, and detail-oriented — HNW/UHNW clients often bring sensitive, high-stakes situations.
• Comfortable with some hands-on/administrative work (data entry, plan building) even while primarily focused on strategic CS work.

Nice to Have

• Prior experience in estate planning, wealth management, or working alongside RIAs/family offices/attorneys.
• Experience designing client coaching/adoption programs or lifecycle communication sequences.
• Prior experience at a small company (<20 employees) where roles span broadly.

Key Responsibilities

Client Success & Support

• Own the end-to-end post-sale client experience through onboarding, adoption, retention, renewal, and expansion for a portfolio of HNW/UHNW clients and professional service firm accounts.
• Build and manage a real support function in HubSpot and JIRA — triaging, prioritizing, and resolving client tickets/requests with clear SLAs, rather than ad hoc handling.
• Establish and track account health indicators (usage, engagement, satisfaction, risk signals) and proactively intervene before issues escalate.
• Manage the client communication cadence—check-ins, QBRs, education, renewal conversations—using HubSpot to track relationship history, touchpoints, and pipeline/renewal status.
• Serve as an escalation point for complex or sensitive client issues, particularly those involving billing (Stripe) or account status.

Concierge & Onboarding Support

• Partner with the Implementation Manager on new client onboarding, including leafplan build-out, configuration, and data setup.
• Step in on concierge-style, white-glove tasks as needed, particularly for top-tier UHNW relationships where a more hands-on, done-for-you approach is expected.
• Help define where "Client Success" ends and "Concierge" begins, and document those handoffs so the distinction is clear to the team and to clients.

Client Communication & Coaching

• Design and deliver leafplan completion and coaching plans including structured outreach sequences that drive clients toward full plan completion and sustained engagement.
• Create clear, professional client-facing communications (emails, guides, check-in scripts) that reflect the trust and discretion HNW/UHNW clients and their advisors expect.
• Train clients and professional service firm contacts on platform functionality, best practices, and how to get the most value from leafplanner.

Cross-Functional Collaboration

• Work with the Technical Product Manager to route and prioritize product feedback, bugs, and feature requests surfaced through client interactions.
• Partner with Engineering (Sr. Software Engineer / Software Engineer) on troubleshooting escalated technical issues.
• Provide input on internal tooling and process (HubSpot, JIRA workflows) to improve visibility into client health and support volume.
• During the Director of Concierge Services' leave, coordinate with the Implementation Manager to maintain coverage across both concierge and CS responsibilities.

Our Culture and Benefits

leafplanner is built on the pillars of trust, communication, empowerment, and transparency. We are dedicated to fostering a culture that embodies these values at every level. Our team enjoys competitive salaries, healthcare stipends via ICHRA, unlimited PTO, and flexible remote work options, reflecting our commitment to their well-being and professional growth.

Commitment to Diversity & Accessibility
We’re proud to be an Equal Opportunity Employer. We welcome applicants of all backgrounds, identities, and abilities. Reasonable accommodations are available throughout the hiring process—please let us know how we can support you.

Ready to shape the future of family office technology?
Apply today and join us in helping families preserve their legacies, one meaningful relationship at a time.