Director of Client Experience
About Savvy Wealth:
Wealth management is a $545 billion industry in the US, yet remains archaic and inefficient with low technology penetration. 75% of financial advisors don’t offer digital communication beyond email, and 62% still build financial plans manually in Excel. This leads to a poor client experience and results in financial advisors spending over 70% of their time on non-client facing, manual work.
Savvy is changing that. We’re building the most advisor-centric platform in wealth management: a digital-first solution that modernizes human financial advice. Advisors who partner with Savvy tap into AI-powered software, automated sales and marketing, and seamless back office workflows to scale faster and spend more time with clients.
We’ve raised over $105M to date from Thrive Capital, Index Ventures, Canvas Ventures, Mark Casady (former LPL Financial CEO), and other top-tier investors. Our team is made up of repeat founders and operators who’ve helped build Airbnb, Square, Brex, Carta, Facebook, $200B+ RIAs, and more.
Savvy is at a pivotal point in its growth trajectory, having established strong product-market fit in providing a modern platform to financial advisors. We’ve surpassed $2.2 billion in AUM in less than three years, grown 600%+ in the last 18 months, and are entering the next phase of the company which involves rapid expansion of our product offering and continued revenue growth. Come help us scale!
The Role:
Savvy is looking for a Director of Client Experience to own, scale, and evolve one of the company’s most critical value drivers as we enter our next phase of growth. This leader will be responsible for building a high-performance, tech-enabled Client Servicing function that delivers exceptional experience to Savvy Advisors while driving meaningful improvements in efficiency and cost-to-serve.
The Director of Client Experience will have end-to-end ownership of the Client Servicing organization, including team structure, performance management, workflow design, tooling & automation, and service strategy. This role will partner closely with Product, Engineering, and Operations to modernize how Client Servicing is delivered and ensure the function can scale sustainably alongside Savvy’s rapid growth.
This role reports into the Head of Advisor Success and is ideal for a well-rounded operator who combines strong people leadership with a deep instinct for operational excellence, measurement, and technology-enabled service delivery.
Responsibilities:
Own and lead the Client Experience function, including hiring, training, performance management, and organizational design for a rapidly scaling service team.
Define and execute a Client Experience strategy that balances advisor satisfaction, end-client outcomes, and Savvy’s business goals.
Design, standardize, and continuously improve core client servicing workflows to reduce cycle time, rework, and operational cost while maintaining high service quality.
Establish and own service-level KPIs and OKRs, including CSAT, SLA adherence, reassignments, churn, and cost-to-serve metrics.
Drive adoption of tooling, automation, and AI-enabled solutions to improve Client Servicing effectiveness and service scalability, in close partnership with Product and Engineering.
Partner cross-functionally with Product, Engineering, Operations, and advisors to influence roadmaps, prioritize initiatives, and ensure smooth rollout and adoption of new tools and processes.
Foster a high-performance, low-churn team culture that emphasizes accountability, continuous improvement, and customer-centric decision-making.
Serve as the senior escalation point for complex client servicing issues, ensuring issues are resolved effectively while improving underlying systems and processes.
Must have:
8-12+ years in business operations, customer success & support, consulting, investment banking, or a similarly rigorous generalist role with experience leading support teams in a high-growth environment.
Proven experience building and scaling multi-layer service teams, including managing managers and senior ICs.
Strong track record of designing and optimizing service workflows, with demonstrated impact on efficiency, quality, and cost-to-serve.
Deep experience owning and operating against service metrics such as CSAT, SLAs, and operational efficiency.
Tech-forward operator comfortable owning the execution and adoption of tech-enabled solutions to help drive team efficiency and service quality.
Track record of working closely with cross-function teams to implement new tools, systems, and automation.
Strong judgment and comfort operating in ambiguous, fast-paced environments while making trade-offs across speed, quality, and cost.
Excellent communication and stakeholder management skills. Comfort interacting directly with our customers to help them achieve their goals.
Nice to have:
Prior experience in wealth management, fintech, or other regulated financial services environments.
Experience leading or partnering on AI-enabled or automation-driven service transformations.
Familiarity with CRM systems, service tooling, and data-driven CX platforms.
Experience scaling service organizations through periods of rapid growth and change.
Background working closely with operations, product, or platform teams to modernize service delivery models.
Benefits:
Competitive salary and equity package
Unlimited PTO + paid company holidays
Access to holistic medical, dental, and vision plans
Company 401(k), Commuter, and HSA/FSA plans
NYC office in the heart of Manhattan
Lunch and snacks provided in the office
Access to virtual mental health care (Spring Health), vision related benefits (XP Health), and health concierge (Rightway) to help you find the right care
Access to counseling for stress management, dependent care, nutrition, fitness, legal, and financial issues (Guardian WorkLifeMatters EAP)