Head of Customer Success

You will own the entire customer success function—building scalable onboarding, account management, and support processes to deliver an exceptional employer and participant experience.

About Basic Capital

Basic Capital is a fintech company reimagining America’s $1 trillion retirement system. We’re building the “mortgage for retirement”—unlocking market ownership and enabling wealth-building for every American. Our products, platform, and marketplace are designed to power a fundamentally new approach to retirement, reducing inequality and expanding access to wealth.

Our team includes leaders from Goldman Sachs, Uber, Block, and Robinhood, and we’re backed by premier investors including Lux, BoxGroup, SVAngel, Inspired Capital, and Henry Kravis. We’re a small, high-performance team working from SoHo, NYC, with a big mission to transform how Americans save and invest for retirement.

About the Role

We’re seeking a Head of Customer Success to lead the success and satisfaction of our employer partners as they adopt and integrate Basic Capital’s retirement solutions. You will own the entire customer success function—building scalable onboarding, account management, and support processes to deliver an exceptional employer and participant experience.

This role is pivotal in ensuring a smooth, compliant, and valuable transition for employer-sponsored plans, with a focus on navigating the complexity of account setup, plan migrations, and ongoing support.

You Will

  • Design and Oversee Complex Employer Onboarding:
    Develop a white-glove onboarding process for employer clients, coordinating multi-stakeholder account setup, 401(k) plan migrations, compliance documentation, and payroll integrations.

  • Lead 401(k) Plan Migrations:
    Serve as the operational lead for plan transitions, managing data transfers, recordkeeping coordination, and fiduciary communications to ensure a seamless migration experience for employers and participants.

  • Build and Manage the Customer Success Team:
    Hire, mentor, and manage a growing team of customer success professionals, instilling a culture of excellence, accountability, and proactive problem-solving.

  • Create Scalable Support and Enablement Systems:
    Develop end-user (participant) support channels, knowledge bases, and education resources to resolve inquiries efficiently and empower users to succeed.

  • Act as a Bridge Between Sales and Implementation:
    Partner closely with the sales team to support prospective employer clients through technical diligence, onboarding readiness, and post-sale handoffs.

  • Monitor Customer Health and Satisfaction:
    Establish KPIs for employer satisfaction, plan participation, onboarding timelines, and support outcomes—using data to drive continuous improvements.

  • Champion Employer and Participant Needs Internally:
    Be the voice of the customer in shaping product features, compliance policies, and support tools to meet the evolving needs of plan sponsors and participants.

You Have

  • Experience Leading B2B Customer Success:
    5+ years of experience in customer success, implementation, or account management roles in fintech, benefits, retirement, HR tech, or SaaS—preferably with employer clients or financial products.

  • Deep Knowledge of Complex Account Implementations:
    Proven track record overseeing complex onboarding or migrations (e.g., benefits, payroll, or financial accounts) with multiple internal and external stakeholders.

  • Familiarity with 401(k) Plans and Recordkeeping:
    Understanding of retirement plan operations, including recordkeeping, compliance, and plan administration processes (prior experience in 401(k) plans is a plus).

  • Strong Leadership and Cross-Functional Collaboration:
    Demonstrated ability to lead teams, work across sales, product, and operations, and influence outcomes across functions.

  • Customer-Centric Problem Solving:
    A passion for solving hard problems for customers, with the empathy and creativity to navigate complex, regulated environments.

  • Excellent Communication Skills:
    Ability to clearly communicate complex information to non-technical stakeholders, plan sponsors, and participants.

Bonus Points

  • Experience with retirement plan platforms, recordkeepers, or third-party administrators (TPAs)

  • Technical acumen with APIs, data integrations, or payroll systems

  • Exposure to regulatory environments in financial services or benefits administration

  • Startup or high-growth company experience

Compensation

This role offers a competitive base salary of $187,500-$275,000 plus meaningful equity compensation.

Apply

Apply

Apply

Apply

Apply

Apply

No communication by Basic Capital Group Inc. ("BCG"), or any of its affiliates (collectively, "Basic Capital"), through this website or any other medium, should be construed or is intended to be a recommendation to purchase, sell or hold any security or otherwise to be investment, tax, financial, accounting, legal, regulatory or compliance advice, except for specific investment advice that may be provided by Basic Capital Advisors, LLC pursuant to a written advisory agreement between such entity and the recipient.

The accounts, strategies and/or investments discussed in this material may not be suitable for all investors. The appropriateness of a particular account or investment strategy will depend on an investor’s individual circumstances and objectives. Investors should carefully consider their investment objectives and risks, as well as charges and expenses of Basic Capital before investing. Basic Capital investments should only be part of your overall investment portfolio.

This website provides preliminary and general information about the Securities and is intended for initial reference purposes only. It does not summarize or compile all the applicable information. This website does not constitute an offer to sell or buy any securities. No offer or sale of any Securities will occur without the delivery of confidential offering materials and related documents. This information contained herein is qualified by and subject to more detailed information in the applicable offering materials.

Basic Capital Group Inc, is the direct owner of Basic Capital Markets LLC. Basic Capital Markets LLC has not yet been approved as a member of FINRA/SIPC.

Basic Capital Advisors LLC’s internet-based advisory and administrative services are designed to assist clients in achieving customer defined financial goals. They are not intended to provide comprehensive tax advice or provide comprehensive financial planning with respect to all aspects of your financial situation, nor do they account for specific investments held outside our platform. Investing in securities carries inherent risks, including the possibility of losing money. While asset allocation and diversification aim to manage risk, they do not ensure profits or protect against losses, and past performance does not guarantee future outcomes.

Any financial projections or returns shown on the website are estimated predictions of performance only, are hypothetical, are not based on actual investment results and are not guarantees of future results. Estimated projections do not represent or guarantee the actual results of any transaction, and no representation is made that any transaction will, or is likely to, achieve results or profits similar to those shown. In addition, other financial metrics and calculations shown on the website (including amounts of principal and interest repaid) have not been independently verified or audited and may differ from the actual financial metrics and calculations for any investment, which are contained in the investors’ portfolios. Any investment information contained herein has been secured from sources that Basic Capital believes are reliable, but we make no representations or warranties as to the accuracy of such information and accept no liability therefore.

Private placement investments are not bank deposits (and thus not insured by the FDIC or by any other federal governmental agency), are not guaranteed by Basic Capital or any other party, and MAY lose value. Neither the Securities and Exchange Commission nor any federal or state securities commission or regulatory authority has recommended or approved any investment or the accuracy or completeness of any of the information or materials provided by or through the website. Investors must be able to afford the loss of their entire investment.

In-app investment advisory services are provided by Basic Capital Advisors LLC ("Basic Capital Advisors"), an SEC registered investment adviser, and a wholly owned subsidiary of Basic Capital Group Inc, a Section C Delaware Corporation.In-app brokerage and custody services are provided by Apex Fintech Solutions LLC, member FINRA/SIPC. IRA plans are provided by Apex Custody Solutions and opened via the Basic Capital application.

Basic Capital is not a bank. Certain services are offered through Plaid, Fragment, Apex and Footprint and none of such entities is affiliated with Basic Capital. By using the services offered by any of these entities you acknowledge and accept their respective disclosures and agreements, as applicable.

Basic Capital, 137 Grand Street, 4th Floor, New York, NY 10013. 855-800-8322

Articles or information from third-party media outside of this domain may discuss Basic Capital or relate to information contained herein, but Basic Capital does not approve and is not responsible for such content.

Investments in private placements are speculative and involve a high degree of risk and those investors who cannot afford to lose their entire investment should not invest.Investing in private placements requires long-term commitments, and the ability to afford to lose the entire investment.

Investment advisory services are only provided to clients of Basic Capital Advisors, LLC, an investment advisor registered with the Securities and Exchange Commission, pursuant to a written advisory agreement.

Our site uses a third party service to match browser cookies to your mailing address. We then use another company to send special offers through the mail on our behalf.

© 2024 Basic Capital. All rights reserved.

SOC 2

TYPE 2

No communication by Basic Capital Group Inc. ("BCG"), or any of its affiliates (collectively, "Basic Capital"), through this website or any other medium, should be construed or is intended to be a recommendation to purchase, sell or hold any security or otherwise to be investment, tax, financial, accounting, legal, regulatory or compliance advice, except for specific investment advice that may be provided by Basic Capital Advisors, LLC pursuant to a written advisory agreement between such entity and the recipient.

The accounts, strategies and/or investments discussed in this material may not be suitable for all investors. The appropriateness of a particular account or investment strategy will depend on an investor’s individual circumstances and objectives. Investors should carefully consider their investment objectives and risks, as well as charges and expenses of Basic Capital before investing. Basic Capital investments should only be part of your overall investment portfolio.

This website provides preliminary and general information about the Securities and is intended for initial reference purposes only. It does not summarize or compile all the applicable information. This website does not constitute an offer to sell or buy any securities. No offer or sale of any Securities will occur without the delivery of confidential offering materials and related documents. This information contained herein is qualified by and subject to more detailed information in the applicable offering materials.

Basic Capital Group Inc, is the direct owner of Basic Capital Markets LLC. Basic Capital Markets LLC has not yet been approved as a member of FINRA/SIPC.

Basic Capital Advisors LLC’s internet-based advisory and administrative services are designed to assist clients in achieving customer defined financial goals. They are not intended to provide comprehensive tax advice or provide comprehensive financial planning with respect to all aspects of your financial situation, nor do they account for specific investments held outside our platform. Investing in securities carries inherent risks, including the possibility of losing money. While asset allocation and diversification aim to manage risk, they do not ensure profits or protect against losses, and past performance does not guarantee future outcomes.

Any financial projections or returns shown on the website are estimated predictions of performance only, are hypothetical, are not based on actual investment results and are not guarantees of future results. Estimated projections do not represent or guarantee the actual results of any transaction, and no representation is made that any transaction will, or is likely to, achieve results or profits similar to those shown. In addition, other financial metrics and calculations shown on the website (including amounts of principal and interest repaid) have not been independently verified or audited and may differ from the actual financial metrics and calculations for any investment, which are contained in the investors’ portfolios. Any investment information contained herein has been secured from sources that Basic Capital believes are reliable, but we make no representations or warranties as to the accuracy of such information and accept no liability therefore.

Private placement investments are not bank deposits (and thus not insured by the FDIC or by any other federal governmental agency), are not guaranteed by Basic Capital or any other party, and MAY lose value. Neither the Securities and Exchange Commission nor any federal or state securities commission or regulatory authority has recommended or approved any investment or the accuracy or completeness of any of the information or materials provided by or through the website. Investors must be able to afford the loss of their entire investment.

In-app investment advisory services are provided by Basic Capital Advisors LLC ("Basic Capital Advisors"), an SEC registered investment adviser, and a wholly owned subsidiary of Basic Capital Group Inc, a Section C Delaware Corporation.In-app brokerage and custody services are provided by Apex Fintech Solutions LLC, member FINRA/SIPC. IRA plans are provided by Apex Custody Solutions and opened via the Basic Capital application.

Basic Capital is not a bank. Certain services are offered through Plaid, Fragment, Apex and Footprint and none of such entities is affiliated with Basic Capital. By using the services offered by any of these entities you acknowledge and accept their respective disclosures and agreements, as applicable.

Basic Capital, 137 Grand Street, 4th Floor, New York, NY 10013. 855-800-8322

Articles or information from third-party media outside of this domain may discuss Basic Capital or relate to information contained herein, but Basic Capital does not approve and is not responsible for such content.

Investments in private placements are speculative and involve a high degree of risk and those investors who cannot afford to lose their entire investment should not invest.Investing in private placements requires long-term commitments, and the ability to afford to lose the entire investment.

Investment advisory services are only provided to clients of Basic Capital Advisors, LLC, an investment advisor registered with the Securities and Exchange Commission, pursuant to a written advisory agreement.

Our site uses a third party service to match browser cookies to your mailing address. We then use another company to send special offers through the mail on our behalf.

© 2024 Basic Capital. All rights reserved.

SOC 2

TYPE 2

No communication by Basic Capital Group Inc. ("BCG"), or any of its affiliates (collectively, "Basic Capital"), through this website or any other medium, should be construed or is intended to be a recommendation to purchase, sell or hold any security or otherwise to be investment, tax, financial, accounting, legal, regulatory or compliance advice, except for specific investment advice that may be provided by Basic Capital Advisors, LLC pursuant to a written advisory agreement between such entity and the recipient.

The accounts, strategies and/or investments discussed in this material may not be suitable for all investors. The appropriateness of a particular account or investment strategy will depend on an investor’s individual circumstances and objectives. Investors should carefully consider their investment objectives and risks, as well as charges and expenses of Basic Capital before investing. Basic Capital investments should only be part of your overall investment portfolio.

This website provides preliminary and general information about the Securities and is intended for initial reference purposes only. It does not summarize or compile all the applicable information. This website does not constitute an offer to sell or buy any securities. No offer or sale of any Securities will occur without the delivery of confidential offering materials and related documents. This information contained herein is qualified by and subject to more detailed information in the applicable offering materials.

Basic Capital Group Inc, is the direct owner of Basic Capital Markets LLC. Basic Capital Markets LLC has not yet been approved as a member of FINRA/SIPC.

Basic Capital Advisors LLC’s internet-based advisory and administrative services are designed to assist clients in achieving customer defined financial goals. They are not intended to provide comprehensive tax advice or provide comprehensive financial planning with respect to all aspects of your financial situation, nor do they account for specific investments held outside our platform. Investing in securities carries inherent risks, including the possibility of losing money. While asset allocation and diversification aim to manage risk, they do not ensure profits or protect against losses, and past performance does not guarantee future outcomes.

Any financial projections or returns shown on the website are estimated predictions of performance only, are hypothetical, are not based on actual investment results and are not guarantees of future results. Estimated projections do not represent or guarantee the actual results of any transaction, and no representation is made that any transaction will, or is likely to, achieve results or profits similar to those shown. In addition, other financial metrics and calculations shown on the website (including amounts of principal and interest repaid) have not been independently verified or audited and may differ from the actual financial metrics and calculations for any investment, which are contained in the investors’ portfolios. Any investment information contained herein has been secured from sources that Basic Capital believes are reliable, but we make no representations or warranties as to the accuracy of such information and accept no liability therefore.

Private placement investments are not bank deposits (and thus not insured by the FDIC or by any other federal governmental agency), are not guaranteed by Basic Capital or any other party, and MAY lose value. Neither the Securities and Exchange Commission nor any federal or state securities commission or regulatory authority has recommended or approved any investment or the accuracy or completeness of any of the information or materials provided by or through the website. Investors must be able to afford the loss of their entire investment.

In-app investment advisory services are provided by Basic Capital Advisors LLC ("Basic Capital Advisors"), an SEC registered investment adviser, and a wholly owned subsidiary of Basic Capital Group Inc, a Section C Delaware Corporation.In-app brokerage and custody services are provided by Apex Fintech Solutions LLC, member FINRA/SIPC. IRA plans are provided by Apex Custody Solutions and opened via the Basic Capital application.

Basic Capital is not a bank. Certain services are offered through Plaid, Fragment, Apex and Footprint and none of such entities is affiliated with Basic Capital. By using the services offered by any of these entities you acknowledge and accept their respective disclosures and agreements, as applicable.

Basic Capital, 137 Grand Street, 4th Floor, New York, NY 10013. 855-800-8322

Articles or information from third-party media outside of this domain may discuss Basic Capital or relate to information contained herein, but Basic Capital does not approve and is not responsible for such content.

Investments in private placements are speculative and involve a high degree of risk and those investors who cannot afford to lose their entire investment should not invest.Investing in private placements requires long-term commitments, and the ability to afford to lose the entire investment.

Investment advisory services are only provided to clients of Basic Capital Advisors, LLC, an investment advisor registered with the Securities and Exchange Commission, pursuant to a written advisory agreement.

Our site uses a third party service to match browser cookies to your mailing address. We then use another company to send special offers through the mail on our behalf.

© 2024 Basic Capital. All rights reserved.

SOC 2

TYPE 2