Founding Head of Client Success

We're hiring our founding Client Success leader: the person who owns the entire client relationship from the moment someone signs. This is NOT email ticket support. This is NOT an SMS bot or a help desk. Every single client should feel like they have one dedicated person in their corner who knows them, has their back, and is there at every step. You'll start hands-on, personally handling every client. As we grow beyond what one person can carry, you'll design the systems, write the SOPs, and hire, train, and lead the support team underneath you. This is a true ground-floor, build-from-scratch role with a clear path to owning our entire client experience function. Expectations: Be the dedicated point of contact and trusted advisor for every client we sign. Own onboarding end to end: get each client set up, connected, and confident running the platform. Build genuine relationships. Reach out proactively. Know your clients by name and by goal. Guide clients through the emotional ups and downs of live trading (this is the hard part, see below). Resolve every issue quickly and make each interaction feel easy and reassuring. Drive retention, reduce churn, and turn happy clients into referrals When volume requires it: build the client success playbook, document SOPs, and recruit, train, and lead a support team. Create the processes, tools, and metrics that let us scale client experience without ever losing the personal touch. The hard part (please read this) Our clients are running algorithms with real money, and markets move in both directions. The single most important part of this role is guiding clients through drawdowns and volatility: setting clear expectations up front, staying calm and steady when clients feel anxious, and keeping them confident in the long-term process. You are part relationship manager, part expectation-setter, part steady hand on the wheel. If you've done client-facing work in trading, investing, or any high-stakes financial setting, you'll know exactly what this means. Important: this is a relationship and communication role, not a financial advisory one. You will never give personalized investment advice. You set expectations, support clients, and keep them informed inside clear compliance guidelines. You're a great fit if you: Have built a client success or customer experience function from the ground up (0 to 1), not just worked inside one that already existed. Have led high-touch, relationship-driven client management rather than high-volume ticket support. Communicate exceptionally well: warm, clear, and reassuring, both in writing and on video or calls. Stay calm under pressure and are genuinely good with people in tense or emotional moments. Can build the boring but essential stuff: SOPs, playbooks, processes, and eventually a team. Bonus: experience in FinTech, trading, investing, brokerage, or financial services. Bonus: experience hiring and leading remote support or client success teams. Part-time to start, roughly 15 to 25 hours per week, scaling toward full-time as the client load grows How to apply We care far more about how you think and communicate than about a polished cover letter. To apply: Skip the generic proposal. In a few sentences, tell us about a time you built a client success or support function from scratch, and what you would focus on in your first 30 days with us. Record a short Loom or video introduction (2 to 3 minutes). We want to see how you communicate, because that is the heart of this job. Drop the link in your application. Tell us about a time you turned around an upset or at-risk client, and what the outcome was. Applications without a video won't be reviewed. We're looking for the right person, not the fastest applicant. If you want to do more research on the company, please check futurehedge.com or just google it.