Customer Success Executive - Greater London - PlannerPal

Description

Location: Remote (United Kingdom)
Role Type: Full-time Employee
Team: Customer Success

About PlannerPal

PlannerPal is an AI-workflow platform for modern financial advice and wealth management. We help financial advisers and wealth management firms save time, reduce administrative burden, and deliver better client outcomes by automating core adviser workflows, including meeting notes, client documentation, and CRM updates.

By structuring insights from client meetings and documents and writing them back into adviser systems with full auditability and adviser control, PlannerPal improves data quality, supports consistent and compliant advice delivery, and enables firms to operate more efficiently at scale.

PlannerPal is trusted by hundreds of UK advisory and wealth firms, collectively overseeing more than £150bn of client assets. We work with firms ranging from progressive regional practices to some of the UK's largest wealth managers, and have recently signed multiple enterprise agreements with top-10 UK wealth management firms, as well as a national adviser network, establishing PlannerPal as a trusted technology partner across the sector.

PlannerPal integrates with multiple industry technology providers, including four leading UK adviser CRMs, and is the strategic AI partner of Iress Xplan. Through deep, bidirectional integrations, PlannerPal embeds directly into advisers' existing workflows, ensuring strong adoption, governance, and enterprise-grade reliability.

PlannerPal has been recognised by FT Adviser as one of the Top 3 AI tools for financial advisers in 2025, and is a winner of the FT Adviser Five Star Service Award 2025.

Backed by venture capital investors and built by a team with deep expertise in financial services, technology, and AI, the company is scaling rapidly through strategic industry partnerships.

This is an opportunity to join a fast-growing UK wealthtech company at a pivotal stage of growth, helping to make financial advice faster, smarter, and more scalable for advisers and their clients.

Tasks

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

Requirements

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

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

We're a UK based remote-first team guided by principles that shape how we work together and with our customers:

• Celebrate Individuals, Build as a Team
• Focus on Foresight, Not Just Speed
• Be Human, Not Perfect
• Feedback is a Gift
• Believe in Each Other
• Grow Together
• Build with Boldness
• Customers First, Always

Why Join Us?

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. If this sounds like the kind of environment where you'd thrive, we'd love to see your application.

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.