Vice President of Customer Success

About the Company

NetLaw Management Services Organization, Inc. is the managed services partner behind Hargrove Firm, the affiliated law firm and the largest estate planning firm in the United States. Through NetLaw’s technology platform and back-office support services, the company delivers tech-enabled estate planning alongside wealth management firms serving more than $400 billion in client assets.

Role Overview

The Vice President of Customer Success will own the operating model that transforms an enrolled partner into a long-term, referral-generating relationship. This includes the full flow from advisor activation through client delivery. The role is built around a chain reaction: a strong initial experience improves retention, retention encourages repeat referrals, and referrals continue to scale. Advisor and client success are treated as one connected system, and this position is accountable for both.

The immediate focus is advisor activation. Current growth is largely organic, and the proactive system that increases how often advisors refer has not yet been created. Because even small changes in referral volume can have a major impact as enterprise pipeline opportunities close, building that engine is the highest-value work in this role.

Success Metrics

• Activation rate: the share of advisors who have referred at least one client out of all advisors affiliated with partner firms.
• Repeat referral rate: how often and how broadly activated advisors continue referring from their book of business.
• NPS for advisors and clients: the quality of experience that drives the next referral.

All other operating inputs, including onboarding speed, implementation quality, client experience, and retention, ultimately support these three measures.

Reporting Structure

• This position reports directly to the CEO.
• The Director of Advisor Success and the Director of Client Success report into this role.
• The role also oversees the external growth-marketing function, which is currently outsourced, and works with partnership operations on CRM discipline and launch readiness.

Key Responsibilities

Advisor activation engine

• Design and run a proactive outreach system that turns existing advisors into recurring referrers using segmented sequences across LinkedIn/Sales Navigator, direct messaging, and nurture campaigns, shifting the team from reactive support to a data-led activation engine.
• Divide the advisor base into segments such as never-referred and actively referring, then prioritize outreach using platform, CRM, and enrichment data to identify the most promising advisors.
• Own referral growth against monthly targets and provide the coaching and structure needed for frontline teams to achieve them.

Customer success operating system

• Build and manage the end-to-end operating model for advisor activation and client delivery, including onboarding, customer journeys, playbooks, QBR cadence, feedback loops, and repeat engagement.
• Own advisor and client NPS, along with the analytics that connect engagement activity to referral behavior, and present KPI reporting to the board.
• Lead the Director of Advisor Success and Director of Client Success by setting goals, standardizing processes, and scaling the teams as hiring grows.

Partner launch and implementation

• Own the post-handoff process so that partnership opportunities are converted into active, referring relationships.
• Execute the launch playbook, including confirmed registration/SSO, advisor communications, launch webinars, and 30/60/90-day follow-up, along with post-launch reviews.

External growth marketing, CRM, and data

• Set the expected outcomes for the outsourced growth-marketing team, covering HubSpot, outbound email, content, and organic/paid LinkedIn, then hold the vendor accountable for business results and evolve the work in-house when appropriate. The focus is on referral and pipeline impact, not just activity volume.
• Own CRM data quality and governance, including the boundary between CRM-based engagement and the proprietary client platform.
• Establish consistent data and reporting standards so leadership and the board have a single, reliable view of the customer journey.

Scope of the Role

• Coordinates work across the people and partners who bring estate-planning service expertise and advisor relationship knowledge.
• Senior relationship ownership for enterprise partners remains with the CEO and the partnerships lead; this role builds and runs the operating system beneath them.

Qualifications

• Experience in senior leadership with ownership of a customer-facing operating function tied to retention, engagement, and growth outcomes.
• Proven success building a proactive activation, referral, or demand engine rather than relying only on reactive support.
• History of creating repeatable processes and scaling teams in a fast-growing environment.
• Strong analytical judgment with the ability to turn cross-functional data into structured insights and board-ready reporting.
• Ability to drive execution across functions and hold external partners accountable to measurable outcomes through influence and discipline.
• Experience in wealth management or legal services is beneficial.

Benefits

• Equity opportunity with strong upside potential.
• Performance-based bonus structure.
• 401(k) plan with competitive employer matching.
• Health insurance coverage.
• Paid time off.
• Flexible working hours.

Location

This is a remote role based in the United States. Occasional travel is expected for board meetings, enterprise partner launches, and team off-sites.

Equal Opportunity Statement

NetLaw Management Services Organization, Inc. is committed to equal employment opportunity. All qualified applicants are considered without regard to race, color, religion, creed, national origin, ancestry, sex, including pregnancy, childbirth, or related medical conditions, gender identity or expression, sexual orientation, age, disability, genetic information, marital status, veteran status, or any other status protected by law. The company aims to maintain an inclusive and respectful workplace where everyone can succeed.