Client Experience Director

About Canopy Planning GroupCanopy Planning Group is a well-established, growth-oriented financial planning firm specializing in comprehensive wealth management for households navigating complex financial structures toward a confident retirement. With over 26 years of experience and approximately $300 million in assets under management, we serve high-value households with differentiated, tiered service model spanning, Signature, Core, and Foundation engagement levels.We are entering an exciting next chapter — deepening an executive planning niche, expanding our advisory team, and building the operational infrastructure to serve fewer, higher-value clients with greater depth and consistency. The Client Experience Director is central to that transformation.The RoleWe are seeking an experienced Client Experience Director to own the end-to-end client journey and serve as the operational backbone of the firm. This is a leadership role that blends strategic thinking with hands-on execution. You will lead our client service team, enforce differentiated service delivery across our tiered model, and build systems and accountability structures that allow the firm to scale without sacrificing the personalized experience our clients expect.This is not a support role. You will own your domains, make decisions within them, and partner directly with the CEO and advisory team to drive firm leadership.Key ResponsibilitiesClient Experience and Service Tier Management•         Own the firm’s client journey from prospect engagement through onboarding and ongoing service delivery, ensuring every interaction reflects our standards and values.•         Enforce differentiated service delivery across all tiers (Signature, Core, Foundation) — ensuring each tier receives its defined meeting cadence, proactive touch schedule, and planning scope. This is a discipline, not a suggestion.•         Track and analyze client engagement metrics across the full lifecycle, including satisfaction indicators, retention rates, and service delivery compliance by tier.•         Identify opportunities to strengthen client retention, deepen engagement, and increase loyalty — particularly among Signature households.Client Onboarding•         Serve as the Client Onboarding Ambassador, ensuring every new household experiences a seamless, welcoming, and professional introduction to the firm.•         Continuously improve onboarding workflows, documentation, and communication sequences.•         Manage prospect tracking and engagement coordination with the advisory team, ensuring consistent follow-up from initial contact through signed engagement.Team Leadership and Development•         Directly manage, mentor, and hold accountable the client service associates and coordinate with paraplanners and associate financial advisors on service delivery.•         Facilitate regular one-on-ones, performance reviews, and professional development conversations with direct reports.•         Own hiring recommendations for client service team roles as the firm grows.•         Build a team culture of accountability, initiative, and attention to detail — setting clear expectations and addressing performance gaps directly and constructively.•         Help develop and evolve client experience standards as the firm growsOperational Excellence•         Design, document, and implement process improvements that increase efficiency, consistency, and scalability across the firm’s service operations.•         Partner with the CEO in executing the firm’s annual business plan and strategic initiatives.•         Lead operational and project management initiatives, bringing structure and follow-through to firm-wide priorities.•         Provide hands-on support during capacity surges by executing client service tasks (money movements, RMDs, paperwork processing) as needed.Brand Alignment•         Ensure that all client-facing communications, touchpoints, and service interactions are consistent with the firm’s brand, values, and positioning as a specialist in executive financial planning.Required Experience and Qualifications•         5–10 years of experience in client service, client experience, or operations roles. Financial services (wealth management, RIA, or financial planning firm experience) strongly preferred.•         3–5 years of direct people management experience, including hiring, performance management, and team development.•         Demonstrated ability to build, document, and scale systems, workflows, and service standards from the ground up.•         Strong project management skills with a track record of driving initiatives to completion.•         Comfort operating in a hands-on environment where strategic leadership and tactical execution coexist daily.•         Exceptional communication skills — clear, direct, and constructive, especially when addressing performance issues or holding team members accountable.•         A growth mindset: genuine excitement about building something, not just maintaining it.•         Expected to reflect a positive image of the company at work and beyond, including social media.•         Fingerprinting and background check required.What Makes This Role DifferentThis is not a client service manager position with an upgraded title. You will have defined domains of ownership with real decision-making authority. You will partner with the CEO and leadership — not wait for direction. You will be empowered to build and enforce the operational systems that allow a growing firm to deliver an exceptional, consistent client experience at scale.You are joining a firm at an inflection point. We are deepening our specialization in executive financial planning, expanding our advisory team, and building a future where the firm operates as a true enterprise — not a practice dependent on any single individual. Your work will be foundational to that transformation.Compensation and Benefits•         Base Salary: Base salary: $95,000–$110,000, commensurate with experience.•         Performance Bonus: 10–15% performance bonus tied to client experience KPIs, service delivery compliance, and team performance.•         Total Compensation: $105,000–$125,000.•         Benefits: Competitive benefits package including health, retirement plan, and professional development support.•         Growth: A clear path for expanded leadership responsibility as the firm grows.