Founding Customer Success Manager

About Luminary

Luminary powers how advisors connect their client’s financial assets with generational gifting and philanthropic giving goals.

Some $80 trillion will pass between generations in the decades ahead – and high net-worth asset owners say they want their advisors to lead them through this process. However, more than 70% of these clients feel there is a large gap between the services they expect and what they are receiving.

At the heart of this disconnect is the lack of integrated systems – making delivery of trust & estate advice costly and cumbersome. Luminary’s collaboration platform brings together wealth, legal, and tax advisors to scale complex workflows and power innovative features like transfer plan visualizations, strategy designs, scenario and outcome modeling, task management and “tax alpha” reporting.

The time has come to bring technology-led efficiency and access to legacy planning. Luminary’s founding team has deep experience in this space, and in building successful software businesses. Our team has experience driving innovation at industry leading companies including AllianceBernstein, Blend, Origin, ChanZuckerberg, Peloton, Compass, Databricks, and Goldman Sachs.

We are backed by leading venture capital investors, prominent wealth management firms, and several family offices. And we’re supported by a group of esteemed advisors who are active in the trust & estate industry. 

The Opportunity

As our first dedicated customer success professional you will work cross-functionally across the business to drive strategic growth. You will be a part of a matrix structure, leading CS and, reporting directly to the Chief of Staff, and working intimately alongside our CEO & founders.

About you

• You are excited by the prospect of interacting with multiple layers of a customer organization including C-level executives, and end users of the product.

• You have a consultative and empathetic style and are a strong problem-solver

• You are very analytical and enjoy digging into the data to find trends and insights

• You have exceptionally strong communication skills, and are known to be an excellent writer

• You embody Luminary’s core values

What you will do

• Craft a best-in-class onboarding experience

• Develop and monitor customer health key metrics and dashboards

• Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines

• Providing ongoing training and support to drive platform utilization, and engage customers on ongoing roadmap initiatives

• Foster customer advocacy and facilitate customer testimonials and case studies

• Collaborate closely with the Sales team to ensure seamless handoff between pre- and post-sale.

• Develop best practices, guides, and FAQs based on interactions with customers

• Gather and relay customer feedback to our founders and product and engineering teams

Qualities we'd be excited to see in an applicant:

• 5-8 years of experience with at least 2-3 years as a Customer Success Manager or adjacent customer-facing role

• Experience working at early or growth-stage companies

• Experience working in financial services and/or fintech

• A strong communicator who has a track record of engaging customers and developing strong relationships

• Experience building and scaling best practices to drive success with customers

• Strong project management skills that align tactical work with strategic outcomes. You know how to prioritize and execute.

• A demonstrated scrappy / do-what-it-takes attitude who has been a culture carrier in previous roles

• Knowledge of wealth management/advisory services is a plus but not a requirement

Benefits we offer

We’re a very young company, but we believe firmly that happy, healthy employees will do their best work.

👩🏻‍⚕️ 100% employee health insurance coverage (plus 50% dependent coverage) including medical, vision, and dental. FSA and HSA (with matching) plans are available.

🧘🏽‍♀️ Monthly wellness stipend

🚃 Commuter stipend

📚 Educational stipend

🏖️ Unlimited PTO

🛥️ 401(k) plan

🍼 Parental leave policy

Compensation

• You will need to work from our NYC headquarters in midtown manhattan 2-3 days a week

• Base salary of $150,000-180,000, plus performance-based bonus and equity; ac