Customer Success Manager, Executive & Family Office
$150,000–$200,000 year
RemoteUnited States
Job Summary
Own the client relationship end-to-end for high-net-worth individuals and family offices by serving as the named, dedicated concierge from contract signature onward. Guide clients through full onboarding journeys, lead household and family onboarding, and coordinate services on their timeline. Keep clients protected over time through regular check-ins, milestone reviews, and handling on-demand requests with a calm, ordered response. Translate technical reality into language non-technical principals trust by partnering with Engineering to diagnose and resolve issues while maintaining absolute discretion. Help define the concierge playbook, SOPs, and handoffs as we scale from our first clients, and surface recurring needs to shape product and tooling.
Required Qualifications
- Experience in a high-touch client-facing role — customer success, solutions engineering, executive/personal protection, concierge, or technical support — ideally serving individuals or small high-stakes accounts, not just large orgs
- Strong hands-on technical troubleshooting and comfort with security tooling, devices, and systems
- Exceptional communication and emotional intelligence — you can sit across from a principal or their chief of staff and make them feel safe
- Discretion and judgment handling extremely sensitive personal information
- Comfort operating in ambiguity and building new processes from scratch
Desired Qualifications
- Background in privacy, identity, personal/executive security, or protection
- Early-stage or 'first hire' experience — you'll help define this role as much as fill it
- Experience serving HNW individuals, family offices, or C-suite executives
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