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 FCA’s AI Lab Spotlight.

Now’s your chance to join our mission to make financial advice faster, smarter, and more scalable.

The Role

As a Customer Success Executive, you’ll 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.

You’ll 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 you're 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

What We’re Looking For

You’ll thrive in this role if you meet most of the following:

• Have 1–5 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

• 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 won’t just support users - you’ll 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 you’re excited by our mission, and your relevant experience to. We review every application carefully.