Team Lead, Client Success

Charlotte, VT - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Responsibilities:

1. Leads and develops a frontline client success team.
Hires evaluates and coaches Client Case Representatives (IC4). Sets clear expectations builds skill through handson coaching and provides timely actionable feedback aligned with HR policies.

2. Owns the teams daily operating rhythm.
Manages workflow coverage quality and servicelevel commitments. Ensures the team is focused prepared and executing effectively across proactive outreach and reactive retention moments.

3. Engages directly with clients.
Handles complex or escalated client scenarios and models highquality client interactions. Maintains firsthand understanding of client friction needs and decision drivers.

4. Serves as the frontline voice of Client Success.
Surfaces insights trends and improvement opportunities to the M3 Manager based on crew feedback and direct client interactions. Contributes ideas and identified needs that inform strategy pilots and workflow evolution.

5. Builds strong internal partnerships.
Works closely with internal teams to resolve client issues coordinate handoffs and ensure compliance with Vanguard policies and regulatory expectations.

6. Supports pilots and change adoption.
Helps test and scale new outreach approaches tools and routing strategies by coaching the team through change and providing realtime feedback on execution impact.

Qualifications:

Minimum of 3 years related financial services experience; client services experience preferred
Prior supervisory experience preferred or demonstrated readiness to lead others
Undergraduate degree or equivalent combination of training and experience required
This job requires Series 7 and Series 63 regulatory licenses (e.g. FINRA state SFC). Compliance determined licenses and registrations based on role specific requirements and responsibilities.

Apply if you love coaching from the floor engaging with clients running a strong daily rhythm and helping improve how work gets done.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard we dont just have a missionwere on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members designed to capture the benefits of enhanced flexibility while enabling in-person learning collaboration and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

Responsibilities:1. Leads and develops a frontline client success team.Hires evaluates and coaches Client Case Representatives (IC4). Sets clear expectations builds skill through handson coaching and provides timely actionable feedback aligned with HR policies.2. Owns the teams daily operating rhyth...