Senior Client Success Specialist

Key Duties & Responsibilities

• Serve as the client success manager  for assigned Blueprint clients following onboarding, maintaining a consistent cadence of status calls, follow-ups, and planning conversations.

• Act as a trusted point of contact for firm leadership, operations, and compliance stakeholders, ensuring clients have clear visibility into status, next steps, and ownership.

• Own tracking, coordination, and closure of client and internal action items, translating discussions into documented next steps with owners and timelines.

• Proactively follow up with internal teams, vendors, and partners to drive resolution and escalate risks early to prevent slippage.

• Coordinate across Operations, Consulting/onboarding, Technology, Compliance, Product, third-party vendors, and platform providers such as portfolio management, reporting, and custodial partners.

• Draft and deliver client-facing updates that clarify what is in progress, what is blocked, and what happens next, reducing reactive inbound inquiries.

• Preserve institutional knowledge so clients do not need to re-explain history, context, or previous decisions.

• Support conversations involving independent RIA operations, broker-dealer policies and constraints, custodian dependencies, workflows, service scope, and platform capabilities.

• Identify emerging relationship, delivery, or platform risks and support escalations with accurate context, history, and documentation.

Experience & Qualifications

Required

• 4-6+ years of experience in one or more of the following: RIA operations or advisory firm leadership; client success or relationship management within wealthtech/fintech; custodian, platform, or RIA consulting roles.

• Working knowledge of RIA operational workflows, including custody and account opening, trading and rebalancing, billing and reporting, and compliance and governance.

• Strong written and verbal communication skills, including the ability to translate complex discussions into clear action items and status updates.

• Demonstrated ability to manage execution across multiple internal and external stakeholders.

Preferred

• Experience operating within a broker-dealer and RIA hybrid model.

• Familiarity with platforms such as Orion, Broadridge/Albridge, Salesforce, and major custodians.

• Prior experience supporting executive or founder-led advisory firms.

• Bachelor's degree in Finance, Business, or a related field, or equivalent experience.

OR equivalent combination of experience and education in lieu of above.

Other Requirements

• Remote (U.S.) role.

• Approximately 25-50% travel required for client onsite meetings, onboarding sessions, and strategic reviews.

• Standard business hours unless client needs, travel, or escalations require flexibility.

Scope of Influence

This role influences assigned Blueprint client relationships and coordinates across internal teams, external vendors, platform providers, custodians, and client stakeholders. Primary interactions include firm leadership, Channel and Community growth partners, operations, compliance stakeholders, the RIA Relationships Director, Operations, Consulting/Onboarding, Technology, Compliance, and Product teams.

Management Responsibility

Does this role have direct reports: No

Indirect leadership responsibility: Yes. The role leads execution coordination across stakeholders, drives action-item ownership, preserves institutional knowledge, and reduces dependency on senior leadership for execution-level follow-through.

Decision Authority & Impact

The role has authority to manage assigned client communication cadence, document and track action items, coordinate follow-up with internal and external stakeholders, and escalate risks or blockers with appropriate context. Impact includes client experience, delivery continuity, execution risk reduction, stakeholder alignment, and reputation management across complex advisory firm environments.

Strategic Accountability

The role is primarily tactical and execution-accountable, with strategic impact through improved client continuity, proactive communication, and scalable Blueprint operating discipline. It is accountable for keeping commitments moving, reducing client friction, improving visibility into ownership and next steps, and supporting scalable growth without increasing execution risk.

Complexity & Problem Solving

The role operates in ambiguous and complex client environments where RIA operations, broker-dealer requirements, custodian dependencies, platform capabilities, compliance considerations, and vendor activity intersect. Problems often require organizing incomplete information, clarifying ownership, coordinating stakeholders with different priorities, identifying emerging risks early, and escalating commercial, compliance, or structural issues when needed.