Customer Success Manager

About Luminary

Luminary is a data and collaboration platform purpose-built for estate planning services.

More than $100 trillion will pass between generations in the decades ahead – and an increasing number of families say they want their advisors to lead them through this process. However, more than 70% of these clients report a large gap between the services they expect and what they are receiving.

At the heart of this disconnect is the lack of integrated technology systems – making delivery of effective advice costly and cumbersome. Luminary’s AI-powered platform brings together wealth, legal, and tax advisors to help them deliver deeper insights, create capacity to touch more clients, and differentiate their businesses for growth.

Our customers are leaders in the delivery of planning guidance for complex clients, including investment managers, attorneys, CPAs, and family offices. Luminary’s founders have deep experience in this space and in building successful software businesses.

Luminary is led by CEO David Barnard, former Head of Private Wealth at AllianceBernstein. We are backed by leading VCs, prominent wealth managers, and several family offices.

The Opportunity

As a Customer Success Manager at Luminary, you play a key role in building & engaging our rapidly growing customer base, embodying our core value of “when our customers win, we win.”

You will partner with our customers to transform their business with Luminary, creating loyal champions, managing the end-to-end customer lifecycle, from onboarding & engagement through renewals, upsells, and advocacy.

Candidates must be excited by interacting across multiple layers at customer firms, including executives, end users, and operations. You will act as the voice of the customer, working cross-functionally with Sales, Marketing, and Product to drive platform adoption & expansion.

This role offers significant exposure to leadership and growth opportunities for ambitious, low-ego individuals.

What you'll do

• Manage and grow a book of business, developing strong relationships with key stakeholders, responsible for renewals and account expansion

• Onboard new customers, and develop mutual success plans with clear milestones to achieve strategic customer goals and successful rollouts

• Develop deep platform & trust and estate knowledge to provide training and ongoing support to drive customer engagement and success.

• Communicate customer needs and partner closely with product and engineering teams on the development of roadmap initiatives

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

• 5-8 years of experience, with at least 3 years in wealth management or as a CSM in B2B SaaS

• You have an understanding of the wealth management space or experience working with RIAs, family offices, or trust and estate attorneys, and are deeply curious and interested in learning domain knowledge

• You have strong project management skills that align tactical work with strategic outcomes - you know how to prioritize and execute

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

• You operate with high levels of agency & proactivity, and are an excellent, action-oriented problem solving

• You are REAL - Resilient, Empathetic, Accountable, and Low-Ego

Why you’ll love working here

• You will represent a leading-edge vertical AI application that is defining a new product category and will transform an industry

• You’ll have a rare opportunity to work alongside our CEO and co-founders to learn from industry and tech leaders with decades of experience

• You’ll be a part of a nimble team where your work has a measurable impact on the business’s success

• You're excited to be part of a GTM team that works closely together on strategy, developing commercial assets, and execution

• You enjoy a fast-paced environment where we’re constantly shipping new products based on learnings from customers and prospects

Compensation

The salary range for this role is $100,000 to $150,000. This role is eligible for a performance-based bonus, commissions, and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Benefits we offer

We believe firmly that happy, healthy employees will do their best work.

• 👩🏻‍⚕️ 100% employee health insurance coverage (plus 50% dependent coverage)

• 🧘🏽‍♀️ Monthly wellness, commuter, and educational stipends

• 🏖️ 4 weeks PTO

• 🛥️ 401(k) plan

• 🍼 Parental leave policy

• 🏢 NYC office where much of the team works 3+ days a week