VP of Customer Success

About The Company NetLaw Management Services Organization, Inc is the managed services organization behind Hargrove Firm, our affiliated law firm and the nation's largest estate planning firm. Through our technology company, NetLaw, and our commercial and back-office services, we deliver tech-enabled estate planning in partnership with wealth management firms that represent more than $400 billion in client assets. Overview The VP, Customer Success owns the operating system that turns a signed partner into a repeat, referring relationship. The full journey from advisor activation through client delivery. The logic is sequential: a great first experience drives retention, retention earns the next referral, and referrals compound. Advisor success and client success are one machine: if clients aren't successful, advisors won't refer again; and this role is the single owner accountable across both. The near-term priority is advisor activation. Growth today is largely organic; the proactive engine that gets more advisors referring more often has not yet been built. Small changes in referral rate produce very different outcomes as the enterprise pipeline closes, so building that engine is the highest-leverage work of the role. North-Star Metrics The metrics define success: - Activation rate — the number of advisors who have referred a client compared to the total number of advisors affiliated with our partner firms. - Repeat referral rate — the frequency and breadth with which activated advisors tap their book. - NPS (advisor and client) — the experience quality that earns the next referral. Everything else — onboarding speed, implementation quality, client experience, retention — is an input to these three. Reporting Structure - Reports to the CEO. - The Director of Advisor Success and Director of Client Success report into this role. - Directs the external growth-marketing function (currently outsourced) and coordinates with partnership operations on CRM discipline and launch readiness. Core Responsibilities Advisor Activation Engine (near-term priority) - Build the proactive outbound motion that converts existing advisors into repeat referrers — segmented sequences across LinkedIn/Sales Navigator, DM outreach, and nurture — moving the team from reactive support to a data-driven activation machine. - Segment the advisor base (never-referred vs. actively referring) and target accordingly, using platform, CRM, and enrichment data to model and prioritize high-potential advisors. - Own referral-volume growth against monthly targets and the structure/coaching the frontline team needs to hit them. Customer Success Operating System - Own the end-to-end operating model across advisor activation and client delivery — onboarding, journeys, playbooks, QBR cadence, feedback loops, and repeat engagement. - Own advisor and client NPS and the analytics connecting engagement to referral behavior; report KPIs to the board. - Lead the advisor success and client success directors; set goals, build process, and scale both teams as headcount grows. Partner Launch & Implementation - Own the post-handoff operating system: as partnerships brings in opportunities, convert each into a functioning, referring relationship. - Run the launch playbook — confirmed registration/SSO, advisor communications, launch webinar, and 30/60/90-day follow-through — and post-launch reviews. External Growth Marketing, CRM & Data - Own the outcomes of the outsourced growth-marketing function (HubSpot, outbound email, content, organic/paid LinkedIn): define the KPIs, hold the vendor accountable to results, and set the path to in-house what works over time. Activity is not the measure — referral and pipeline impact is. - Own CRM data discipline and governance; set the boundary between CRM-based engagement and the proprietary client platform. - Drive consistent data and reporting norms so leadership and the board have a unified view of the customer journey. Scope - Coordinates e…