• Provide exceptional customer support and onboarding for financial professionals • Assist customers in using the software effectively • Review emails and respond to customer requests • Log customer interactions in Salesforce • Work collaboratively with team members and clients • Set and meet KPIs for customer satisfaction

• Develop an in-depth understanding of each advisor, their business objectives, and their impact within the broader organization. • Drive advisor satisfaction, revenue, asset growth, and profitability by proactively introducing LPL Financial’s services and solutions. • Design and execute business strategies in conjunction with LPL conference engagements throughout the year. • Act as a strategic liaison, supporting internal partners and programs through targeted connections and referrals. • Host advisors at our headquarters, deepening relationships and enhancing strategic alignment. • Engage regularly with executive leadership and management to advocate for advisor needs and promote organizational understanding. • Participate in internal committees and project teams, providing advisor perspectives to inform content, timing, and delivery strategies. • Navigate change and competing priorities with agility, driving informed decisions across multiple functions. • Stay abreast of industry trends, products, platforms, and resources to identify new opportunities for advisors. • Model exemplary engagement and peer leadership within the Client Success team. • Lead comprehensive annual Business Assessments and detailed advisor reviews. • Document advisor activities and opportunities in Salesforce CRM with accuracy and timeliness. • Develop and implement response plans to sustain or improve advisor satisfaction and manage attrition risk. • Master all facets of successful practice management, including systems, technology, marketing, sales, product expertise, regulatory training, and operational excellence. • Plan and execute travel rotations to maximize advisor engagement and support.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Quince’s B2B team is building a world-class customer experience to match the quality, value, and ambition of our products. We’re seeking a Senior Manager, Customer Experience & Enablement (B2B) to own and scale our Project Management function while building the enablement systems that allow our team to deliver consistent, high-impact service at scale. This role will lead our Project Management organization , manage and develop a growing team of Team Leads and Project Managers, and be accountable for delivering exceptional outcomes including: - 4.8+ CSAT - Same-day responsiveness - Operational consistency as the business scales from 8 to 9 figures in revenue This is a highly hands-on role with both strategic and operational ownership . You will define how customer experience is delivered at scale by building the playbooks, training, tooling, and performance frameworks that allow teams to execute with precision—without sacrificing quality. You will report to the GM of the B2B business and partner closely with Sales, Operations, Product, Engineering, Supply Chain, and our CRM team. This role is ideal for a builder-leader who thrives in ambiguity, sets a high bar for service excellence, and knows how to translate customer expectations into repeatable team execution through strong enablement. Qualifications - 8–12+ years of experience in customer experience, customer success, operations, enablement, or project management in a high-growth environment with high-profile or complex clients. - Proven experience leading and scaling 20+ person customer-facing teams, including managing managers or senior ICs. - Strong track record of owning CSAT, SLAs, or customer satisfaction metrics in $100M+ businesses. - Demonstrated ability to build enablement systems (onboarding, training, QA, knowledge management) that drive consistent performance at scale. - Highly operational mindset—you can design processes, define standards, and ensure execution with minimal oversight. - Technically fluent and tool-savvy; strong experience with HubSpot, Slack, Replit, dashboards, automation, and AI-driven workflows. - Exceptional people leader with experience hiring, coaching, and developing high-performing teams. - Excellent written and verbal communication skills; client-facing writing clarity is a must. - Comfortable thriving in ambiguity and building structure where none exists. - Strong cross-functional partner who can influence without formal authority. - Bias toward action, ownership, and continuous improvement—you run toward customer problems, not away from them. Requirements - Hire, lead, coach, and develop a team of Project Managers and Team Leads, setting clear expectations, growth paths, and accountability. - Define and operationalize CX standards, including SLAs, communication cadences, escalation protocols, and quality benchmarks. - Own CSAT measurement and feedback mechanisms, translating insights into actionable improvements. - Ensure same-day responsiveness across customer touchpoints through thoughtful workflow design and coverage models. - Design and maintain onboarding, training, and certification programs that support rapid scaling. - Build internal and external documentation that enables both customers and teams to self-serve effectively. - Act as a hands-on leader during periods of peak demand, ambiguity, or critical escalations—modeling excellence in execution. Benefits - Joining Quince means being part of a mission-driven team reshaping retail. - You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike. Pay Range $159,000 - $227,000 USD

• Lead Customer Success for the Corporate (SMB) segment, spanning scaled programs and a pooled CSM team • Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch • Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion • Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency • Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio • Lead the delivery of outcome-based engagements such as webinars, office hours, and product clinics to maximize customer reach • Partner with Digital Success to deploy automated multi-channel campaigns and define triggers for proactive outreach • Collaborate with Solution Success to integrate functional expertise into workflow accelerators and best-practice content • Establish early-warning signals and automated risk identification to proactively improve retention outcomes • Build mechanisms to uncover expansion potential and deliver customer success qualified referrals (CSQRs) in alignment with Sales • Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health • Manage and coach a team of CSMs and Team Managers operating in mid-touch, low-touch, and pooled engagement models • Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness • Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners