Leads a frontline team of Client Case Representatives delivering proactive and reactive retention solutions to clients. Owns the daily operating rhythm of the team, engages directly with clients in complex situations, and serves as a key feedback loop between frontline experience and Client Success leadership. Why You, Why Now Client Success is redefining how we support individual investor clients moving from reactive problem solving to proactive engagement at scale. This role is an opportunity for a people first leader who wants to stay close to clients, coach a team through real change, and influence how a new service model takes shape. If you enjoy leading from the floor, solving hard problems, and making the work better every day, this is the right time to step in.

Responsibilities:

1. Leads and develops a frontline client success team.
Hires, evaluates, and coaches Client Case Representatives (IC4). Sets clear expectations, builds skill through handson coaching, and provides timely, actionable feedback aligned with HR policies.

2. Owns the teams daily operating rhythm.
Manages workflow, coverage, quality, and servicelevel commitments. Ensures the team is focused, prepared, and executing effectively across proactive outreach and reactive retention moments.

3. Engages directly with clients.
Handles complex or escalated client scenarios and models highquality client interactions. Maintains firsthand understanding of client friction, needs, and decision drivers.

4. Serves as the frontline voice of Client Success.
Surfaces insights, trends, and improvement opportunities to the M3 Manager based on crew feedback and direct client interactions. Contributes ideas and identified needs that inform strategy, pilots, and workflow evolution.

5. Builds strong internal partnerships.
Works closely with internal teams to resolve client issues, coordinate handoffs, and ensure compliance with Vanguard policies and regulatory expectations.

6. Supports pilots and change adoption.
Helps test and scale new outreach approaches, tools, and routing strategies by coaching the team through change and providing realtime feedback on execution impact.

Qualifications:

• Minimum of 3+ years related financial services experience; client services experience preferred
• Prior supervisory experience preferred, or demonstrated readiness to lead others
• Undergraduate degree or equivalent combination of training and experience required
• This job requires Series 7 and Series 63 regulatory licenses (e.g. FINRA, state, SFC). Compliance determined licenses and registrations based on role specific requirements and responsibilities.

Apply if you love coaching from the floor, engaging with clients, running a strong daily rhythm, and helping improve how work gets done.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a missionwe're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.