Client Success Team Lead

Client Success Team Lead at Vanguard

Vanguard is seeking a Client Success Team Lead to guide and develop a frontline client success team. This role involves leading a team of Client Case Representatives, fostering their growth through coaching, and ensuring effective daily operations to meet service-level commitments.

Responsibilities

• Lead and develop a frontline client success team, including hiring, evaluating, and coaching team members.
• Set clear expectations, provide hands-on coaching, and deliver timely, actionable feedback.
• Manage the team’s daily operating rhythm, workflow, coverage, quality, and service-level commitments.
• Ensure the team is focused and executing effectively on proactive outreach and reactive retention.
• Engage directly with clients to handle complex or escalated scenarios, modeling high-quality interactions.
• Maintain a deep understanding of client needs, friction points, and decision drivers.
• Act as the frontline voice of Client Success, surfacing insights and trends to management.
• Contribute ideas to inform strategy, pilots, and workflow evolution.
• Build strong internal partnerships to resolve client issues and ensure compliance.
• Support pilots and change adoption by coaching the team through new approaches and tools.

Qualifications

• Minimum of 3+ years of 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 role requires Series 7 and Series 63 regulatory licenses.

Special Factors

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we are on a mission to ensure the long-term financial well-being of our clients. We lead through innovative products and services, transforming our clients' lives and fostering continuous learning and development for our team members. Our mission drives us from Malvern to Melbourne.

How We Work

Vanguard utilizes a hybrid working model, balancing flexibility with in-person learning, collaboration, and connection. Our mission-driven, collaborative culture is key to supporting long-term client outcomes and enriching the employee experience.

Key skills/competency

• Client Success
• Team Leadership
• Financial Services
• Client Retention
• Coaching
• Performance Management
• Client Relationship Management
• Problem Solving
• Regulatory Compliance
• Vanguard