Note: The job is a remote job and is open to candidates in USA. NetLaw is the managed services organization behind the nation's largest estate planning firm, seeking a Vice President of Customer Success to oversee the advisor activation process and ensure client success. This role is responsible for building a proactive growth engine and managing the operating model for advisor and client engagement, ultimately driving retention and referrals.
Responsibilities
- Build the proactive outbound motion that converts existing advisors into repeat referrers — segmented sequences across LinkedIn/Sales Navigator, DM outreach, and nurture — moving the team from reactive support to a data-driven activation machine
- Segment the advisor base (never-referred vs. actively referring) and target accordingly, using platform, CRM, and enrichment data to model and prioritize high-potential advisors
- Own referral-volume growth against monthly targets and the structure/coaching the frontline team needs to hit them
- Own the end-to-end operating model across advisor activation and client delivery — onboarding, journeys, playbooks, QBR cadence, feedback loops, and repeat engagement
- Own advisor and client NPS and the analytics connecting engagement to referral behavior; report KPIs to the board
- Lead the advisor success and client success directors; set goals, build process, and scale both teams as headcount grows
- Own the post-handoff operating system: as partnerships brings in opportunities, convert each into a functioning, referring relationship
- Run the launch playbook — confirmed registration/SSO, advisor communications, launch webinar, and 30/60/90-day follow-through — and post-launch reviews
- Own the outcomes of the outsourced growth-marketing function (HubSpot, outbound email, content, organic/paid LinkedIn): define the KPIs, hold the vendor accountable to results, and set the path to in-house what works over time
- Own CRM data discipline and governance; set the boundary between CRM-based engagement and the proprietary client platform
- Drive consistent data and reporting norms so leadership and the board have a unified view of the customer journey
- Coordinates execution across the people and partners who carry domain expertise in estate planning service delivery and advisor relationships
Skills
- Senior leadership experience owning a customer-facing operating function and accountable for retention, engagement, and growth metrics
- Demonstrated ability to build a proactive activation or demand/referral engine — not just steward reactive support
- Track record building repeatable processes and scaling teams in a high-growth environment
- Strong analytical instincts: turns cross-functional data into structured insight and board-ready reporting
- Effective cross-functional operator who drives execution — and holds external partners accountable to outcomes — through influence and rigor
- Wealth management or legal-services familiarity is a plus
Benefits
- Lucrative equity offering
- Dynamic bonus structure
- 401k with competitive matching
- Health Insurance
- Paid-Time Off
- Flexible Hours
Company Overview