Customer Success Manager

About the role

This position involves guiding customers through their entire journey with Luminary, from initial setup to long-term engagement. You will cultivate strong relationships, ensuring clients achieve their business objectives and become advocates for our platform. This is a chance to significantly influence customer growth as Luminary expands.

Key facts

What you'll do

• Manage and expand a portfolio of client accounts, overseeing renewals and growth opportunities.
• Implement new customers using shared success plans and defined milestones to meet their goals.
• Develop deep knowledge of the platform and trust and estate planning to support customer engagement through training.
• Collaborate with the product and engineering teams to incorporate customer feedback into future development.

Requirements

• 5 to 8 years of professional experience, including at least 3 years as a Customer Success Manager in B2B SaaS.
• Familiarity with wealth management or experience working with Registered Investment Advisors, family offices, or trust and estate attorneys.
• Strong project management capabilities, connecting daily tasks to broader strategic goals.
• Ability to analyze data to identify trends and insights that contribute to customer success.
• Proactive, action-oriented, and self-driven.
• Possess resilience, empathy, accountability, and a low-ego approach.

Nice to have

• Experience in wealth management or wealth technology.

Skills & tools

• B2B SaaS
• Project management
• Data analysis

Practical notes

• Benefits include 100% employee health insurance coverage (plus 50% dependent coverage), monthly stipends for wellness, commuting, and education, 4 weeks of paid time off, a 401(k) plan, and a parental leave policy.
• The role is hybrid, with much of the team working 3 or more days a week in the NYC office.