About Us

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

Working Location

This role is a remote position, you must be based out of one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah, or Washington

Job Summary

As a Customer Success Manager (CSM) at Vanilla, you will be the primary point of contact for our customers, helping them maximize the value of our products and services. You will play a key role in onboarding new clients, driving meaningful product adoption, and identifying opportunities for growth.

We’re looking for a customer-centric, proactive, and strategic thinker who thrives in a fast-paced environment and is passionate about building lasting client relationships. Your insights and collaboration with internal teams will directly contribute to improving customer experiences and enhancing our products.

Responsibilities:

• Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla’s solutions.

• Create and manage Customer Success Plans (for simple accounts) and Strategic Customer Account Plans (for complex accounts) that outline customer goals, key metrics, and opportunities for growth.

• Own the renewal process, identifying expansion opportunities and mitigating potential churn.

• Act as the voice of the customer, gathering insights and collaborating with Product, Sales, and Support teams to improve customer experiences.

• Implement and refine tools and processes that enhance customer engagement, track client health scores, and improve overall satisfaction.

• Work closely with Sales, Product, and Leadership to align customer needs with company strategies.

• Contribute to a company-wide mindset that prioritizes customer obsession and long-term relationships.

Required Qualifications:

• 5+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.

• Proven track record of driving customer retention, renewals, and account growth through consultative engagement.

• Experience developing success plans and customer-facing resources that align with business objectives.

• Strong understanding of the customer lifecycle with demonstrated ability to meet or exceed revenue targets.

• Proficiency with CRM and customer success tools (e.g., Salesforce, Totango, Gainsight, or equivalent).

• Analytical and problem-solving skills: able to use data to measure customer health, identify risks/opportunities, and resolve escalations effectively.

• Cross-functional collaboration experience: skilled at being the voice of the customer and influencing product, sales, and support initiatives.

• Process improvement mindset with experience optimizing tools and workflows for scalability.

• Excellent communication and relationship-building skills with high emotional intelligence and empathy.

• Adaptability and tech-savviness: comfortable learning new tools quickly and thriving in a fast-paced, high-growth environment.

Preferred Qualifications:

• 3+ years of experience in financial services or wealth management, with a strong understanding of industry-specific client needs.

• Familiarity with regulatory and compliance considerations relevant to financial services clients.

• Background in managing high-value or complex client relationships in a regulated industry.

The salary range for this role is $110,000 to $130,000. Our compensation packages also include a performance based bonus and equity.  Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Benefits:

• Flexible paid time off policy and 10 company-wide paid holidays 

• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents

• Medical, dental, and vision benefits coverage for employees and their families 

• 401K eligibility after one month of employment

• Free estate planning documents

• Budget for learning & development and home office setup 

• Paid parking or transit for hybrid and in office employees 

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

About Us

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

Job Summary

Vanilla is seeking a Senior Software Engineer - AI Applications with a strong background in software development, data science, machine learning, and artificial intelligence. You will be utilizing existing Large Language Models to build applied AI applications focused on producing high accuracy rates. Your software engineering skills will come into play here as you’ll take ownership in constructing services to ingest structured results. If you’re a proactive problem-solver who lives to disrupt archaic processes with cutting-edge technology, this is the job for you.

As a Senior Software Engineer, you will work collaboratively with engineering and subject matter experts to find innovative and disruptive uses of AI to streamline (or replace) workflows.

Responsibilities

• Machine learning and AI: You are passionate and knowledgeable about the current and future state of AI.

  • You will be utilizing existing Large Language Models to build applied AI applications focused on producing high accuracy rates. Your software engineer skills will come into play here as you'll take ownership in constructing services to ingest results.

  • You will work with product, and engineering teams and build models/services that can ingest data, extract key information and surface insights.

  • You can drive technical vision and leverage open source technologies and cloud services to build an AI/ML platform.

  • You can build tooling to support model training, evaluation, inference serving, monitoring and alerting.

  • You want to use the latest ML frameworks and open source tools to develop new model training pipelines.

• Hands On Coding: You have direct experience with software engineering and are familiar with modern languages like Python, Javascript, Go, Rust

  • You have experience building microservices and understand the tradeoffs of the approach.

• Data handling: You can identify, extract, transform, and load data from disparate sources into a centralized system. You are able to normalize, cleanse, and validate this data.

• Database management: You are able to design and implement schemas, optimize queries, and manage database performance.

• Project management: You must be an effective self-organizer: prioritize tasks, manage resources, and communicate effectively with non-technical stakeholders.

• Collaboration: We are one team. You must be able to collaborate with engineers, subject matter experts, product managers, and designers to ensure the success of projects.

Qualifications

• Bachelor's degree in Computer Science, Engineering, a related field, or equivalent practical experience.

• 6+ years relevant work experience.

• Proficiency in, at least, one modern programming language such as Python or Javascript.

• Experience building commercial SaaS solutions.

• Experience integrating with backend services, and APIs.

• Experience with OpenAI, Anthropic, or similar for both chat and API interfaces.

• Deep understanding of machine learning and AI technologies, including the ability to design, train, and implement machine learning models and use natural language processing techniques for automation.

• Experience with tuning AI performance and scalability of AI infrastructure.

• Preferred experience with AI observability, monitoring, and signaling with tools such as LangChain or LangGraph.

• Experienced with LLM orchestration tooling and decision frameworks.

• Experience or exposure building agentic capabilities and workflows.

• Experience or exposure to evaluation testing frameworks.

• Exceptional candidates will have direct experience with RAG for tuning LLMs.

• Experience with API design and accessing data from external sources.

• Ability to effectively articulate technical challenges and solutions.

• Deal well with ambiguous/undefined problems; ability to think abstractly.

• Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations.

• Candidates must be legally authorized to work in the United States without the need for sponsorship now or in the future. Vanilla is unable to provide visa sponsorship at this time.

You Might Be a Great Fit If:

• You have hands-on experience with AI and Large Language Models (LLMs). You’ve worked with OpenAI, GPT models, or other similar technologies and have integrated them into real-world applications.

• You are a critically thinking software engineer. You have built and maintained scalable microservices and understand the tradeoffs of this architecture.

• You can build AI-powered applications with high accuracy. You understand the challenges of AI implementation and know how to optimize models, fine-tune them, and create efficient pipelines for training, evaluation, and deployment.

• You are a problem-solver and innovator. You love tackling undefined, ambiguous problems and applying AI to disrupt outdated processes. You’re excited about revolutionizing estate planning with cutting-edge technology.

You May Not Be a Great Fit If:

• You are primarily a data scientist or ML researcher, rather than a software engineer. While AI and machine learning are key components of this role, we need a strong application developer first. You should be comfortable building production-ready software, integrating AI models into applications, designing APIs, and working with databases. If your experience is mostly in research, data modeling, or experimentation without deploying AI-driven applications, this may not be the right fit.

• You prefer working in highly structured, slow-moving environments. At Vanilla, we move fast and iterate quickly.

The salary range for this role is $160,000 to $190,000. Our compensation packages also include a performance based bonus and equity. Compensation is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Benefits:

• Flexible paid time off policy and 10 company-wide paid holidays 

• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents

• Medical, dental, and vision benefits coverage for employees and their families 

• 401K eligibility after one month of employment

• Free estate planning documents

• Budget for learning & development and home office setup 

• Paid parking or transit for hybrid and in office employees 

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

About Us

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

Working Location

This role is a remote position, you must be based out of one of the following states: Arizona,California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington

The Role

We're hiring a Lead Frontend Engineer for our Core App team - the team that owns the primary advisor-facing experience at the heart of the Vanilla platform.

This is a high-ownership, cross-team leadership role. You'll set standards others calibrate against, not just follow them. You'll manage cross-functional dependencies without being asked. When a project is at risk, you'll show up with a revised plan, not a status update.

If you're someone who sees a problem three tickets upstream and can't help but fix the root cause - keep reading.

What You'll Own

• Frontend architecture and production quality for Core App - including observability, instrumentation, and operational readiness from day one, not as a follow-up task

• Platform-wide frontend standards - shared components, service API patterns, design system usage - driving consistency across teams without mandating it

• Technical design for significant cross-team projects, from initial design through delivery, pulling in the right stakeholders at the right moments and making the call when it doesn't need to escalate

• Frontend excellence across the org - not by policing standards, but by demonstrating their value and building the case for change through concrete examples and working code

• Mentorship and growth of engineers around you - creating an environment where it's safe to not know something, sponsoring engineers for stretch opportunities, giving direct and honest feedback

What We're Looking For

Technical depth

• 5+ years of frontend engineering experience, with deep expertise in React and TypeScript

• Uses AI tools fluently as part of everyday development — code generation, debugging, documentation — and exercises judgment about when to trust, verify, or override the output.

• Strong command of atomic design and scalable component architecture

• Proven experience contributing to or leading a shared design system

• Experience with GraphQL and/or RESTful APIs

• Consistent track record of high-quality, production-ready code - observability, testing, and operational readiness treated as first-class concerns, not afterthoughts

Lead-level judgment

• You solve cross-cutting problems - not just the issue in front of you, but the upstream reason it keeps happening

• You communicate blockers and risks early, with proposed solutions, not just flags

• You build trusted relationships across engineering, product, and design - you're the person other teams want to work with

• You translate technical complexity into business language without losing the substance

• You push back on scope and priorities when something doesn't add up - not to obstruct, but because you care about building the right thing

Product and quality mindset

• Experience implementing analytics, tracking, and frontend observability

• Familiarity with tools like Datadog or similar platforms

• Strong collaboration history with product designers using Figma

• Comfortable resolving design inconsistencies proactively

Nice to have

• Experience integrating AI/ML-driven features into production UIs

• Experience with Rails or Python

• Experience in fast-growing startup environments

Why This Role Matters

Core App is the primary surface advisors use every day. The frontend decisions made here directly shape how wealth management professionals experience estate planning - and how Vanilla's platform evolves. We need someone who can hold a high technical bar, align teams around it, and confidently ship at scale - without someone else clearing the path.

The salary range for this role is $160,000 to $190,000 Our compensation packages also include a performance based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Candidates must be legally authorized to work in the United States without the need for sponsorship now or in the future. Vanilla is unable to provide visa sponsorship at this time.

Benefits:

• Flexible paid time off policy and 10 company-wide paid holidays 

• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents

• Medical, dental, and vision benefits coverage for employees and their families 

• 401K eligibility after one month of employment

• Free estate planning documents

• Budget for learning & development and home office setup 

• Paid parking or transit for hybrid and in office employees 

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

About Us

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

Working Location

This role is a remote position, you must be based out of one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, South Dakota, Texas, Utah, Virginia, Washington

Job Summary

As an Account Executive, you are responsible for identifying and developing new opportunities within our core market with a focus on private wealth / family offices. This includes managing the full sales cycle for Vanilla's prospects from lead management to closing new sales. You will work closely with prospective customers as a trusted advisor who deeply understands the unique challenges and goals of wealth management professionals. Reporting to the Vice President of Sales, the team will work cross functionally with marketing, customer success and product to ensure Vanilla is well positioned to meet its revenue targets and grow the business.

Responsibilities

• Identify high-potential prospective customers from inbound leads and outbound prospecting.

• Develop and implement full sales cycle strategies for driving product adoption and expansion within existing Vanilla customers.

• Utilize Salesforce to track the full lifecycle of opportunities to ensure monthly and quarterly forecasts are up-to-date on a weekly basis.

• Craft engagement strategies to build, grow and expand Vanilla’s footprint within RIAs and independent broker / dealers.

• Responsible for meeting quarterly sales quota in Vanilla's middle market segment.

• Respond to all inbound inquiries in a manner that is consistent with Vanilla’s brand and reputation.

• Deliver polished presentations and product demonstrations that clearly articulate the value proposition of Vanilla to our target market.

• Collaborate with and maintain strong working relationships across multiple internal teams including sales, marketing, product and operations.

• Provide input for new marketing collateral that enables the sales process, including presentation decks, factsheets, client case studies and more.

• Willing to travel up to once per month (approximately twice per quarter) for prospect events and in-person meetings.

Qualifications

• 5+ years total working experience with a combination of 1+ years of experience in full cycle software or SaaS sales combined with 3+ years of experience in wealth management as a wealth manager, financial advisor, portfolio manager or analyst/associate.

• Experience working in or selling to wealth management firms.

• Entrepreneurial spirit and ability to wear multiple hats / operate in a high-pace environment.

• Bring a sense of creativity in finding solutions for prospective clients, including creativity in pricing structure, press release or joint marketing, in-person presentations.

• Experience managing annual quotas with a record of quota over-achievement.

• Experience building strategic and creative territory plans in order to meet targets.

• Ability to lead a full-cycle sales engagement from initial outreach/discovery all the way through to execution and close of contract.

• Strong written and interpersonal communication skills to maintain many relationships throughout the sales process.

• Ability to understand complex customer needs and communicate concise, impactful solutions.

• Can operate joint mandates and increasing workloads while maintaining a high level customer experience.

Preferred Qualifications:

• Experience in full cycle selling of fintech or wealthtech SaaS products.

• Experience in scaling start up environments.

• Exposure and/or high level understanding of estate planning.

• Experience with Salesforce.

You Might Be a Great Fit If:

• You have a strong track record in SaaS, fintech, or wealth tech sales in a start up, successfully managing the entire sales process.

• You have had success in wealth management working as an advisor, planner, or associate and understand why a product like Vanilla would add value to that type of buyer because you have been in their shoes.

You May Not Be a Great Fit If:

• You don’t have experience in full-cycle software sales, if you haven’t worked in SaaS, fintech, or wealthtech sales, this role may be challenging.

• If you don’t have a background as an advisor, planner, or associate, it may be difficult to identify and connect with Vanilla’s target customers.

• You have experience in financial services but not in advisory roles - if you’ve worked in financial services or banking but haven’t been an advisor or similar type role, you may lack the necessary perspective for this role.

The compensation range for this role is a 50/50 split between base salary and variable compensation, for a total OTE (On-Target-Earnings) of $200,000-$240,000. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. This position is eligible for variable pay via a sales compensation plan and equity in the company. These plans pay according to achievement level against sales targets and/or business objectives.

Benefits:

• Flexible paid time off policy and 10 company-wide paid holidays 

• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents

• Medical, dental, and vision benefits coverage for employees and their families 

• 401K eligibility after one month of employment

• Free estate planning documents

• Budget for learning & development and home office setup 

• Paid parking or transit for hybrid and in office employees 

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

About Us

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

Working Location

This role is a remote position, you must be based out of one of the following states: Arizona,California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington

Job Summary

Vanilla has built a scalable partnerships motion, and we’re looking for a commercially-minded individual contributor to take it further. As Strategic Partnerships Director, you’ll own our partner ecosystem across three tracks: revenue-generating distribution partnerships with IBDs, enterprise wealth platforms, and custodians; technology integrations that embed Vanilla into the advisor’s existing workflow; and professional firm channels, CPA firms, estate planning attorneys, and family office networks.

This is a high-impact IC role with significant autonomy. You’ll work cross-functionally with Sales, Marketing, Customer Success, and Product, reporting directly to the CRO with regular exposure to executive leadership.

Responsibilities

• Own partnership strategy across distribution, tech integrations, and professional channels

• Source, negotiate, and close partnerships; manage relationships end-to-end

• Navigate enterprise onboarding: security reviews, compliance, procurement

• Drive pipeline through the referral program and co-selling with Sales

• Partner with Product to evaluate and launch technology integrations

• Report performance and pipeline to ELT; represent Vanilla at industry events

Required Qualifications

• 8+ years in BD, partnerships, or strategic sales in fintech or financial services

• Track record of partner programs that drove pipeline and revenue—not just relationships

• Experience with enterprise FS channels: IBDs, TAMPs, custodians, or RIA platforms

• Strong negotiation skills; experience closing complex partnership agreements

• High EQ; can manage a large portfolio of relationships independently

• Must be authorized to work in the US; no visa sponsorship

Preferred Qualifications

• Familiarity with wealthtech: CRMs, portfolio management, custodians, planning tools

• Existing relationships in wealthtech, RIA, or IBD space

• Experience with estate planning or adjacent legal/tax fintech

✅ You Might Be a Great Fit If

• You’ve built a partnerships program from scratch and own it commercially

• You measure yourself by pipeline and revenue, not signed agreements

• You’re comfortable in C-suite pitches and technical integration conversations

• You build the playbook as you go and thrive without a lot of structure

❌ You May Not Be a Great Fit If

• You need a team or heavy process to be effective

• You hand off relationships after the deal is signed

• The wealthtech or estate planning space is entirely new to you

Compensation

The salary range for this role is $165,000 to $185,000. Our compensation packages also include a performance based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Benefits:

• Flexible paid time off policy and 10 company-wide paid holidays 

• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents

• Medical, dental, and vision benefits coverage for employees and their families 

• 401K eligibility after one month of employment

• Free estate planning documents

• Budget for learning & development and home office setup 

• Paid parking or transit for hybrid and in office employees 

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

About Us

We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience.

Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you.

Summary

The Customer Care Specialist is a key member of the Customer Care/Support team tasked with delivering an exceptional customer experience.

In this role, customer satisfaction is the most important measurement of success.

This role will also contribute to building and scaling the customer support experience including thoughtful attention to the mechanisms and processes that provide important insight into product usage and client health.

This role is a remote position, you must be based out of one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington

Responsibilities

• Deliver exceptional service to all of our customers ranging from small wealth advisory businesses to the largest financial services firms.

• Identify, respond, and resolve issues and questions raised by Vanilla customers.

• Provide hands-on support to our customers to ensure their ongoing happiness.

• Evaluate the criticality of a given issue; isolate and escalate problems to senior management to ensure problems are solved in a timely manner.

• Help clients leverage Vanilla to the greatest extent possible through both functional and conceptual instruction.

• Work cross-functionally across the business with Customer Success, Sales, Product, Engineering, and Operations making sure customers get the help they need.

• Provide constructive feedback on methods for optimizing the support flows and tools used for tracking and responding to customers.

• Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer related initiatives.

• Collaborate with the Senior Director of Customer Success to implement and track key metrics like a Client Health Score.

• Become an expert in all things Vanilla.

Required Qualifications:

• 3+ years of Customer Support experience.

• Experience supporting customers in SaaS platforms - strong understanding of cloud-based applications, subscriptions, and common SaaS workflows.

• Proven results in driving positive customer experience.

• Ability to form relationships with colleagues, prospects and customers through strong interpersonal skills.

• Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail.

• A self-starter who thrives in a startup environment.

• Excellent written and verbal communication skills.

• Metrics oriented and customer satisfaction driven.

• Ability to manage multiple support channels (e.g. email, chat, and phone).

• Ability to explain technical concepts to non-technical users in a clear, professional manner.

• Associates, Bachelor's degree in Business Administration or equivalent experience.

• Knowledge of customer service principles and practices.

• Proficiency in Google Suite, Salesforce Service Cloud, JIRA, and Slack.

Preferred Qualifications:

• Experience working in financial services or wealth management.

• Customer service certification.

The salary range for this role is $55,000 to $75,000. Our compensation packages also include a performance based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Benefits:

• Flexible paid time off policy and 10 company-wide paid holidays 

• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents

• Medical, dental, and vision benefits coverage for employees and their families 

• 401K eligibility after one month of employment

• Free estate planning documents

• Budget for learning & development and home office setup 

• Paid parking or transit for hybrid and in office employees 

Vanilla Technologies Inc. (dba "Vanilla") provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Vanilla participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.