Director of Customer Success

Company Description

SCN Capital is an independent, fee-only fiduciary wealth management firm based in San Clemente, California, serving clients across the United States. As a Registered Investment Adviser, the firm is legally obligated to act in each client’s best interest and is compensated solely through advisory fees based on assets under management, with no commissions or referral fees. SCN Capital primarily supports pre-retirees, families, and business owners navigating high-impact financial decisions such as retirement planning, managing concentrated stock positions, and preparing to sell a business. The firm offers disciplined, globally diversified investment management and comprehensive planning, including tax-efficient strategies, equity-compensation planning, and coordination with clients’ CPAs and estate attorneys. Founded by Suj Naran, who brings over 20 years of institutional finance experience, SCN Capital is built on providing institutional-level discipline with an individual-focused approach. Role Description The Director of Customer Success is a full-time, remote role responsible for leading and scaling SCN Capital’s client success function to ensure exceptional service and long-term relationships. This role oversees the customer success team, setting strategy, processes, and performance metrics to drive client satisfaction, retention, and growth. Day-to-day responsibilities include managing key client accounts, monitoring client health indicators, resolving escalated issues, and proactively identifying opportunities to improve the client experience. The Director collaborates closely with advisory, operations, and compliance teams to align client onboarding, communications, and service delivery with firm standards. This position also designs feedback loops, implements best practices in customer experience, and provides data-driven reporting to leadership on client outcomes and trends.

Qualifications

Demonstrated ability to drive high levels of Customer Satisfaction and Customer Experience across a service-focused organization. Proven track record in Customer Retention and Account Management, including managing strategic or high-value client relationships. Strong Team Leadership skills with experience building, coaching, and developing a customer success or client service team. Experience implementing customer success strategies, workflows, and metrics in a professional services or financial services environment. Excellent communication and relationship-building skills, with the ability to translate complex concepts into clear, client-friendly language. Analytical mindset with proficiency in using CRM or customer success platforms and data to inform decisions and improve processes. Background in wealth management, financial planning, or related fields is highly beneficial; familiarity with fiduciary standards is a plus. Bachelor’s degree in Business, Finance, Communications, or a related discipline, or equivalent professional experience.