Vanilla Technologies

About Us We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience. Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you. Build the Next Generation of Support at Vanilla Vanilla is scaling rapidly across customer segments and expanding product capabilities. As our customer base grows in complexity and sophistication, our Support function must evolve from reactive issue resolution to a strategic driver of clarity, retention, and product insight. We are hiring a Sr Manager of Customer Support to architect the structural foundation for long-term scale. This leader will build a disciplined, data-driven, high-impact Support organization that reduces customer effort, strengthens cross-functional feedback loops, and ensures operational excellence keeps pace with company growth. This is not a ticket-queue management role. It is a systems-building leadership role focused on designing scalable support models, embedding operational rigor, and positioning Support as a meaningful lever for retention and expansion. You will own and architect the end-to-end Support experience — from service design to tooling strategy to cross-functional alignment. Within your first year, you will: - Establish clear, tiered support models aligned to customer complexity and value - Implement operational rigor across SLAs, escalation pathways, QA, and performance management - Build structured feedback loops between Support, Product, and Engineering that reduce systemic friction - Launch a scalable self-service and knowledge strategy that increases deflection and consistency - Improve measurable Support contribution to retention and expansion - Ensure Support operations scale predictably alongside company growth What You’ll Do: - Strengthen support operations through scalable processes, clear escalation models, quality standards, root cause analysis, and strong accountability mechanisms - Reduce customer effort by identifying recurring friction patterns and systemic ticket drivers - Partner with Product and Engineering to resolve high-impact issues and implement structured, data-driven feedback loops with measurable reduction targets - Build and scale a self-service and knowledge strategy, owning knowledge base architecture, governance, and quality standards - Design scalable troubleshooting workflows that improve resolution speed and consistency - Architect segmented support models that align service levels to customer needs and unit economics, ensuring efficient and strategic resource allocation - Position Support as a key retention lever by partnering with Customer Success to identify risk signals, establish proactive intervention triggers, and improve early-lifecycle experience consistency - Deploy AI-assisted support capabilities strategically, balancing efficiency gains with customer experience and quality - Manage outsourcing partners against clearly defined performance and quality standards - Build a culture of ownership and execution through clear accountability expectations, disciplined operating rhythms, and strong cross-functional coordination What You Bring - 6+ years of SaaS Support or Customer Operations leadership experience - Proven experience building and scaling support functions in high-growth environments - Strong people leadership skills, with a track record of coaching, developing, and holding high-performing teams to clear standards - Demonstrated success reducing structural customer effort and addressing systemic friction - Deep expertise in knowledge management systems and scalable self-service strategy - Strong cross-functional partnership experience with Product and Engineering - Experience designing segmented support models aligned to customer needs and business economics - Familiarity with AI and automation tools within modern Support environments - Executive presence paired with strong operational rigor and data-driven decision-making The salary range for this role is $135,000 to $160,000. Our compensation packages also include a performance based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Benefits: - Flexible paid time off policy and 10 company-wide paid holidays - Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents - Medical, dental, and vision benefits coverage for employees and their families - 401K eligibility after one month of employment - Free estate planning documents - Budget for learning & development and home office setup - Paid parking or transit for hybrid and in office employees Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

About Us We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience. Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you. Summary The Customer Care Specialist is a key member of the Customer Care/Support team tasked with delivering an exceptional customer experience. In this role, customer satisfaction is the most important measurement of success. This role will also contribute to building and scaling the customer support experience including thoughtful attention to the mechanisms and processes that provide important insight into product usage and client health. This role is a remote position, you must be based out of one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington Responsibilities - Deliver exceptional service to all of our customers ranging from small wealth advisory businesses to the largest financial services firms. - Identify, respond, and resolve issues and questions raised by Vanilla customers. - Provide hands-on support to our customers to ensure their ongoing happiness. - Evaluate the criticality of a given issue; isolate and escalate problems to senior management to ensure problems are solved in a timely manner. - Help clients leverage Vanilla to the greatest extent possible through both functional and conceptual instruction. - Work cross-functionally across the business with Customer Success, Sales, Product, Engineering, and Operations making sure customers get the help they need. - Provide constructive feedback on methods for optimizing the support flows and tools used for tracking and responding to customers. - Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer related initiatives. - Collaborate with the Senior Director of Customer Success to implement and track key metrics like a Client Health Score. - Become an expert in all things Vanilla. Required Qualifications: - 3+ years of Customer Support experience. - Experience supporting customers in SaaS platforms - strong understanding of cloud-based applications, subscriptions, and common SaaS workflows. - Proven results in driving positive customer experience. - Ability to form relationships with colleagues, prospects and customers through strong interpersonal skills. - Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail. - A self-starter who thrives in a startup environment. - Excellent written and verbal communication skills. - Metrics oriented and customer satisfaction driven. - Ability to manage multiple support channels (e.g. email, chat, and phone). - Ability to explain technical concepts to non-technical users in a clear, professional manner. - Associates, Bachelor's degree in Business Administration or equivalent experience. - Knowledge of customer service principles and practices. - Proficiency in Google Suite, Salesforce Service Cloud, JIRA, and Slack. Preferred Qualifications: - Experience working in financial services or wealth management. - Customer service certification. The salary range for this role is $55,000 to $75,000. Our compensation packages also include a performance based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Benefits: - Flexible paid time off policy and 10 company-wide paid holidays - Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents - Medical, dental, and vision benefits coverage for employees and their families - 401K eligibility after one month of employment - Free estate planning documents - Budget for learning & development and home office setup - Paid parking or transit for hybrid and in office employees Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

About Us We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience. Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you. Working Location This role is a remote position, you must be based out of one of the following states: Arizona,California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington Job Summary Vanilla has built a scalable partnerships motion, and we’re looking for a commercially-minded individual contributor to take it further. As Strategic Partnerships Director, you’ll own our partner ecosystem across three tracks: revenue-generating distribution partnerships with IBDs, enterprise wealth platforms, and custodians; technology integrations that embed Vanilla into the advisor’s existing workflow; and professional firm channels, CPA firms, estate planning attorneys, and family office networks. This is a high-impact IC role with significant autonomy. You’ll work cross-functionally with Sales, Marketing, Customer Success, and Product, reporting directly to the CRO with regular exposure to executive leadership. Responsibilities - Own partnership strategy across distribution, tech integrations, and professional channels - Source, negotiate, and close partnerships; manage relationships end-to-end - Navigate enterprise onboarding: security reviews, compliance, procurement - Drive pipeline through the referral program and co-selling with Sales - Partner with Product to evaluate and launch technology integrations - Report performance and pipeline to ELT; represent Vanilla at industry events Required Qualifications - 8+ years in BD, partnerships, or strategic sales in fintech or financial services - Track record of partner programs that drove pipeline and revenue—not just relationships - Experience with enterprise FS channels: IBDs, TAMPs, custodians, or RIA platforms - Strong negotiation skills; experience closing complex partnership agreements - High EQ; can manage a large portfolio of relationships independently - Must be authorized to work in the US; no visa sponsorship Preferred Qualifications - Familiarity with wealthtech: CRMs, portfolio management, custodians, planning tools - Existing relationships in wealthtech, RIA, or IBD space - Experience with estate planning or adjacent legal/tax fintech ✅ You Might Be a Great Fit If - You’ve built a partnerships program from scratch and own it commercially - You measure yourself by pipeline and revenue, not signed agreements - You’re comfortable in C-suite pitches and technical integration conversations - You build the playbook as you go and thrive without a lot of structure ❌ You May Not Be a Great Fit If - You need a team or heavy process to be effective - You hand off relationships after the deal is signed - The wealthtech or estate planning space is entirely new to you Compensation The salary range for this role is $165,000 to $185,000. Our compensation packages also include a performance based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Benefits: - Flexible paid time off policy and 10 company-wide paid holidays - Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents - Medical, dental, and vision benefits coverage for employees and their families - 401K eligibility after one month of employment - Free estate planning documents - Budget for learning & development and home office setup - Paid parking or transit for hybrid and in office employees Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

We're looking for a deeply experienced Senior Frontend Engineer to raise the bar for frontend architecture and quality in our AI team, align it with the broader application best practices, and help promote frontend excellence across teams. This is not a feature factory role. This is a high ownership, cross team leadership role. Own frontend architecture and quality for all AI features. Align AI frontend implementation with wider application standards, including shared components, service API patterns, and design system usage. Partner with organization frontend leaders to learn, internalize, and propagate best practices across teams. Contribute to and evolve our shared design system and atomic component architecture. Drive consistency across shared components, service APIs, and UI patterns. Lead large, complex frontend initiatives end to end. Work closely with Product and Design to translate ambiguous ideas into scalable, high quality UI systems. Provide strong technical direction and mentorship to frontend contributors. Establish frontend observability and tracking standards, including analytics and instrumentation. Ensure performance, accessibility, and maintainability across the UI surface area. Collaborate with backend and ML engineers to integrate AI powered experiences into a production grade frontend.