Manager, Customer Success, Wealthsimple For Business (b2b)

Your career is an investment that grows over time!

Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3 million users who trust us with more than $30 billion in assets.

Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.

About the role Wealthsimple is looking for an experienced Manager of Account Management to lead the direction of our post-sales function on our Wealthsimple for Business product line. Managing a team of Customer Success Managers (CSMs) to setup, onboard, and scale newly acquired businesses, this individual will also lead implementations for Enterprise Accounts and special projects. This individual will have both strong people management skills, as well as strong operational and client facing skills themselves. Applicants should be self-starters and operationally focused on driving efficiency, performance and scale.

Responsibilities:

• Manage the day to day operations of our account management team while overseeing onboarding, implementation, upsell and account expansion.
• Directly manage a small team of CSMs, providing coaching, support, escalation pathways, and overall development to the team.
• Oversee the implementation of Enterprise accounts, prioritizing change management and communications processes with internal and external stakeholders.
• Develop new frameworks and processes to scale and optimize the account management business.
• Find opportunities for value driven account expansion.
• Manage relationships with our backend operations and product teams to ensure cross-functional support.
• Work closely with Client Success to ensure member support standards are met and inline with Account expectations.

Skills & Experience:

• Experience: 5+ Years of experience in Account Management or Client facing role (preferably B2B) working directly with B2B sales team and/or developing implementation and onboarding processes.
• People leadership: 2+ years experience in a management role.
• Communication: Skilled in communicating effectively and persuasively at all levels, conveying ideas clearly and engaging meaningfully with stakeholders.
• Analytical: Strong analytical skills with superior attention to detail and demonstrated ability to drive insights into actionable recommendations. Experience with SQL is an asset.
• Action-oriented: Clear bias for action and ability to act without being told what to do, takes full ownership over work and seeks help and input when needed.
• Flexibility: Can thrive in changing environments and is excited about contributing to innovation and bringing fresh ideas and approaches.
• Bonus Experience:
• Advanced skills using Salesforce.
• Experience with large Canadian employers.
• Experience working with HR and People leaders.
• Experience working within finance, benefits, HR tech, or compensation industries.