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 AI document intake, estate visualizations, strategy modeling and comparison, and client presentation deliverables.

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, and Goldman Sachs.

We are backed by leading venture capital investors 8VC and Fin Capital, 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

Our customers are at the heart of everything we do here at Luminary. In fact, they represent our first core value - when our customers win, we win. CSMs at Luminary partner with our customers to help to transform their business with Luminary, creating loyal champions and advocates. 

 As a member of the Commercial team, you are a part of the revenue engine that drives Luminary. You will work cross-functionally with Sales, Marketing, and Product to drive strategic outcomes, while gaining broad exposure across teams and leadership. You’ll manage the end-to-end success of our customers - from onboarding and engagement through renewals and advocacy - working with C-level executives and end users of Luminary. You will build close relationships with key stakeholders, developing plans to grow platform utilization, tackle blockers on issues, and connect with users on product roadmap initiatives. This role offers significant growth opportunities for ambitious, low-ego individuals. 

About you:

• You love building close relationships with customers

• You understand how to work and communicate effectively with the highest level of executives and founders, to end users of the product

• You are a strong problem-solver with good technical chops to identify solutions with customers

• You enjoy digging into the data to find trends, insights, use cases, etc to advocate for customers 

• You have exceptionally strong communication skills, and are known to be a skilled presenter and great writer

• You thrive in fast-paced environments and effectively manage competing priorities

• You embody Luminary’s core values

What you will do:

Success & excellence

• Manage and grow a book of business, responsible for renewals and account expansion

• Develop mutual customer success plans with clear milestones to achieve strategic customer goals and successful rollouts

• Develop deep expertise of common advanced trust and estate planning strategies to help customers navigate Luminary

• Develop scalable, self-serve resources including process documentation, help articles and videos, to drive activation and growth on the platform

• Provide training, ongoing support, and troubleshooting to drive customer engagement and success

• Help define a best in class strategy for Customer Success at Luminary 

Engagement and Product

• Identify new use cases and solve problems to make effective use of a highly flexible platform

• Capture and prioritize customer feedback to our product and engineering teams to surface insights and drive a continuous customer pulse

• Collaborate with customers and the Luminary product team on to partner on development of new roadmap initiatives

• Foster customer advocacy, and develop customer testimonials and case studies

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

• 5-8 years of experience, with at least 3 years as a Customer Success Manager in B2B SaaS

• Solid understanding of wealth management se