Head of Account Management & Customer Success

Why Great Gray Group & RPAG?

RPAG is a wholly owned subsidiary of Great Gray Group, LLC. Acquired in 2024, RPAG hosts the industry’s leading retirement plan practice management platform. Designed for elite advisors and institutions, our goal is to create successful outcomes by protecting plan fiduciaries and engaging plan participants. Our efficient and scalable technology platform provides our members with actionable insights, allowing them to make data-driven decisions for their retirement plan clients.

At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us. 

The Role

Great Gray is seeking a strategic and customer-focused leader to oversee Customer Success, Client Onboarding & Training, Account Management, and Customer Service. As the Head of Relationship Management, you will be responsible for ensuring exceptional client experiences, driving engagement, and fostering long-term relationships that maximize the value of RPAG’s solutions. This role requires deep expertise in RPAG’s platform or a similar management practice platform, strong leadership skills, and a passion for delivering outstanding customer outcomes.

Location

This position will work from our Las Vegas, NV office. Great Gray currently supports a hybrid work model with 4 days onsite, and 1 day remote.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

• Customer Success Leadership: Develop and implement strategies to enhance customer satisfaction, retention, and engagement.
• Client Onboarding & Training: Oversee the onboarding process for new and re-implemented customers, ensuring seamless transitions and effective training programs.
• Account Management Oversight: Lead account management initiatives to strengthen client relationships, identify growth opportunities, and drive business success.
• Customer Service Excellence: Ensure top-tier customer support by optimizing service workflows, resolving escalations, and maintaining high service standards.
• Cross-Functional Collaboration: Partner closely with sales, product, and technical teams to align relationship management strategies with business objectives.
• Process Improvement & Innovation: Continuously refine customer engagement strategies, leveraging data-driven insights to enhance efficiency and effectiveness.
• Team Leadership & Development: Mentor and empower a high-performing team, fostering a culture of collaboration, innovation, and customer-centricity.
• Ability to communicate with C-Level Executives
• Travel: approximately 25%

• Bachelor’s degree and 7+ years of combined experience as a leader and individual contributor in customer success, account management, or relationship management leadership roles within a software company
• Experience developing and managing to key performance indicators: Net Revenue Retention, churn, CSAT, upsell
• Creates a culture of performance, accountability and continuous improvement
• Drives initiatives to improve adoption, usage and account expansion
• Implements systems to track and act on customer health scores and risk indicators
• Develops scalable processes for client onboarding, engagement and success measurement
• Ability to hire and manage multiple teams (in multiple office locations) and initiatives simultaneously
• Experience building out new employee onboarding training programs for employee and customer success
• Expertise in RPAG’s software or similar investment industry technology platforms
• Passion for driving customer success and long-term relationships including direct experience managing relationships with key clients
• Strong strategic thinking and problem-solving skills
• Experience setting goals and targets for the team to create a results-oriented culture
• Excellent communication and interpersonal skills
• Strong teamwork and collaboration skills with all parts of the business
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Comfortable navigating ambiguity
• Entrepreneurial mindset to bring best practice ideas to the team
• Your standards reflect our core values: Growth Mindset, Disciplined Curiosity, Grit, Results-Driven, Collaborative

Benefits

We have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are:

·       Be an integral part of an early-stage, high-growth organization!

·       Hybrid work environment

·       Competitive compensation package including 401(k) with elective and non-elective match opportunities

·       Lifestyle spending allowance program

·       Medical, Dental, Vision Insurance

·       Employer-paid life and disability insurance

·       Generous paid time off program

Company Background 

Great Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts (“CITs”), with over $200 billion in CIT assets, across more than 700 funds. We proudly work with 80 subadvisors, including leading firms such as AllianceBernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James. 

CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401(k)s. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront.

Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market.

Madison Dearborn Partners (“MDP”) purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by funds affiliated with MDP.

Investor Background 

MDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $28 billion and has completed over 150 platform investments. MDP invests across five dedicated industry verticals, including basic industries; business and government software and services; financial and transaction services; health care; and telecom, media, and technology services.

Equal Employment Opportunity Policy

Great Gray, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.