About RedBlack

RedBlack is a leading provider of wealth technology and managed services, empowering financial advisors to scale with confidence and deliver superior outcomes for clients. With its award-winning investment management solutions, RedBlack enables financial advice firms of all sizes to enhance their value, streamline operations, and drive growth. Trusted by the wealth management industry for over 15 years, RedBlack supports more than $900 billion in assets across its platforms.

We value customer focus, craftsmanship, ownership, and teamwork. We care deeply about the quality of what we build, how we work together, and the outcomes we deliver for clients.

About the role

RedBlack's customers are some of the most sophisticated in wealth management and right now, they're not hearing from us enough. The Customer Lifecycle Manager changes that. This role owns the full post-sale customer journey and is accountable for building a proactive engagement model keeping customers informed, driving adoption, surfacing expansion opportunities, and ensuring nothing falls through the cracks between Product, Customer Success, Sales, and Marketing. This is not a campaign execution role. It requires deep product knowledge, strong communication skills, commercial instincts, and the ability to build from scratch in an environment that is evolving rapidly.

You are the right person for the role if you:

Get energized by building something from scratch rather than inheriting a playbook
Love being close to the product. You want to understand it deeply enough to explain it to anyone
Are equally comfortable writing a customer email and participating in a retention strategy conversation
Thrive in environments where the answer isn't obvious and you have to figure it out
Take it personally when customers aren't satisfied
Can hold your own with peers, and know when to lead and when to support

What you'll do

Own and execute the proactive customer communication cadence – lifecycle campaigns, product updates, migration education, and expansion outreach
Translate product release and updates into customer friendly communications, release notes, and announcements
Segment audiences by product version, feature access, and role to ensure communications are targeted and relevant
Own production of customer case studies and success stories across migration, expansion, and marketing motions
Deliver webinars and enablement sessions to drive product awareness and adoption
Monitor product usage signals and surface expansion opportunities to Customer Success and Account Executives for action
Own client transition coordination between Sales, Support, and Professional Services
Lead client communication and management on special product validation projects
Coordinate timing of customer communications across Marketing, Customer Success, and Support
Ensure Customer Success and Sales teams have current FAQs, talk tracks, and enablement materials

What success looks like

A structured, proactive customer communication cadence is in place – customers are hearing from RedBlack regularly, not only reactively
High engagement rates on lifecycle campaigns, webinars, and product education programs
Case studies and success stories produced on a consistent cadence across key customer segments
Product release communications delivered on time and with clarity customers can act on
Expansion and renewal opportunities surfaced to Customer Success and sales with context not just flags
Customer success and Sales teams consistently equipped with current enablement materials and messaging
Regular cadence of customer referrals

Qualifications

5+ years in customer success, customer marketing, or lifecycle marketing in a SaaS company, ideally with experience across both Customer Success and marketing functions
Deep product curiosity and ability to develop strong product knowledge. This role requires understanding the product well enough to communicate it effectively to customers
Strong understanding of the full customer journey including onboarding, adoption, expansion, and renewal
Proven ability to build proactive outreach programs from scratch in environments where they did not previously exist
Comfortable working with health metrics, usage data, and success metrics to drive targeted action
Excellent written communication. Able to translate technical product details into clear, compelling customer language
Experience in fintech, wealth tech, or portfolio management software is an asset

U.S. Equal Opportunity Employment Information

Individuals seeking employment at RedBlack are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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RedBlack

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Customer Lifecycle Manager