Customer Success Executive - AI WealthTech Start-up

Location: Remote (United Kingdom)
Role Type: Full-time Employee
Team: Customer Success

About PlannerPal

PlannerPal is the AI-powered platform reshaping financial advice and wealth management. Built by industry veterans and backed by top-tier VC and fintech angel investors we help advisers save time reduce admin and improve compliance - without compromising control.

Already used by hundreds of UK firms from solo advisers to national consolidators PlannerPal is the strategic AI partner to Iress Xplan and were selected for the FCAs AI Lab Spotlight.

Nows your chance to join our mission to make financial advice faster smarter and more scalable.

Tasks

The Role

As a Customer Success Executive youll be the face of PlannerPal for our clients - owning onboarding driving adoption and partnering across teams to ensure every adviser gets the most from our platform.

Youll play a pivotal role in shaping how we scale success across our customer base - influencing product commercial strategy and support processes.

This role is ideal for someone with hands-on experience in financial advice wealth management and/or working with adviser technology who understands the unique needs of advisers and the challenges around managing data quality. If youre excited to make a difference in a fast-paced start-up this is the role for you.

Responsibilities

Support and Retain Clients

• Own the onboarding process and ensure new clients see immediate value
• Engage with teams within our larger customer firms to deepen platform usage
• Build long-term relationships that drive trust engagement and retention
• Deal with challenges around usage engagement and success metrics proactively

Drive Adoption and Growth

• Identify and support upsell and expansion opportunities within existing firms
• Collaborate with sales to manage the full customer lifecycle from onboarding to renewal
• Promote new features and help firms realise their full value

Cross-Team Collaboration

• Bring insights from clients into product discussions
• Contribute to new feature ideas and successful product launches
• Work with Customer Success Sales and Founders to scale strategies for growth

Operational Efficiency

• Contribute to continuous improvements across support tools and processes

Requirements

What Were Looking For

Youll thrive in this role if you meet most of the following:

• Have 15 years experience in financial advice paraplanning adviser support and/or working with adviser technology (industry qualifications like CII or CISI are a nice-to-have)
• Understand the advice process including client meetings reports compliance and reviews
• Are confident using CRM tools and understand adviser workflows
• Communicate clearly empathetically and with credibility
• Are highly organised with a proactive problem-solving mindset
• Enjoy working independently in a remote-first environment (with regular team meetups)
• Are a collaborative team player ready to adapt in a fast-growing start-up
• Have the right to work in the UK

Benefits

Benefits

• Competitive salary pension employee share options
• Remote-first work environment (UK-based team)
• Regular team meet-ups to foster collaboration and culture
• Transparent open environment where your voice is valued
• Opportunity to grow into senior roles as we scale
• Fast-growing start-up environment

Why Join PlannerPal

You wont just support users - youll help transform how advice is delivered. As part of a tight-knit ambitious team in a period of fast growth your work will directly shape the future of financial planning in the UK.

We operate by a set of principles that define how we work:

• Celebrate Individuals Build as a Team: Recognise and support individual contributions while improving team systems and processes.
• Focus on Foresight Not Just Speed: Deliver quickly but always with a view toward sustainable scalable outcomes.
• Be Human Not Perfect: Approach challenges with empathy honesty and a commitment to learning.
• Feedback is a Gift: Share and receive feedback openly and constructively to fuel growth.
• Believe in Each Other: Trust in your teammates intentions and abilities. No silos.
• Grow Together: Stay curious skill up and share what you learn.
• Build with Boldness: Take smart risks share ideas early and innovate without fear of failure.
• Customers First Always: Every decision should drive real value for the financial advisers and clients we serve.

Interested
Send your CV a short note on why youre excited by our mission and your relevant experience to. We review every application carefully.