Customer Success

Kobalt Labs; New York (NY); On-site; USD 175,000 - 185,000; Full time

Benefits offered by this job

Lunch in-office

100% employer-paid health benefits

Paid time off

Equity

Job summary

Kobalt Labs is seeking an experienced Customer Success professional in the United States (New York area) to own customer outcomes end-to-end—from implementation through expansion. You will partner with customer leadership and our engineering team to ensure successful adoption and growth.

The role emphasizes solving customer problems, building lasting partnerships, and driving cross-functional collaboration. Candidates should be comfortable traveling up to 25% for onsite work.

Qualifications

• 3-5 years of customer-facing experience in success, implementation, or advisory roles.
• Experience delivering technical projects from kickoff to go-live.
• Strong project management with multiple concurrent implementations.
• Commercial mindset focused on growing customer relationships.
• Willing to travel up to 25% for onsite work.

Responsibilities

• Own customer implementations end-to-end from scoping and configuration to UAT, training and go-live.
• Build deep relationships with customers, understanding workflows and strategic goals.
• Translate customer needs for engineering and explain technical concepts to non-technical stakeholders.
• Create and maintain customer-facing documentation (how-tos, FAQs, guides).
• Drive adoption and expansion to increase value and deepen relationships.

Skills

Customer success

Project management

Stakeholder coordination

Travel willingness

Job description

About Kobalt Labs

Kobalt is the AI-native compliance operating system for financial institutions (FIs). Compliance is critical for FIs to get right, but most of their work still happens manually, in legacy technology or Excel.

Banks, credit unions, and fintechs across the country use Kobalt to run third party due diligence, screen marketing collateral, and stay current with the ever-changing regulatory landscape. Since our Series A, we've grown revenue more than 5x and work with some of the most notable names in financial services, including Chime, Upstart, and affirm.

The Role

Customer Success at Kobalt sits at the intersection of consultative technical implementation and project management. You'll own customer outcomes end-to-end, from implementation and adoption through expansion, working closely with customer leadership and our engineering team.

Customer Success is also a major driver of our growth: our best customers expand with us and bring us into other financial institutions. This role is perfect for someone who genuinely loves spending time with customers, solving their problems, and turning those relationships into lasting partnerships.

What You'll Do

• Own customer implementations end-to-end, from scoping and technical configuration through UAT, training, and go-live.

• Build deep relationships with customers, working with practitioners and executives to understand their workflows, priorities, and broader strategic goals.

• Understand the underlying need behind customer requests, scope an initial approach with engineering, and explain technical concepts back to non-technical stakeholders.

• Build and maintain customer-facing documentation, including help content, FAQs, admin guides, and reusable implementation methodology.

• Drive customer adoption and expansion, ensuring customers get increasing value from Kobalt and identifying opportunities to grow the relationship.

Qualifications

• 3-5 years of experience in customer success, implementation, consulting, project management, or a similar customer-facing role.

• Experience with technical project delivery and comfortable owning a project from kickoff through go-live, including coordinating multiple stakeholders and driving projects forward.

• Strong project management skills, with the ability to manage multiple concurrent implementations simultaneously.

• Commercially minded and motivated to grow customer relationships through a consultative, trust-first approach.

• Willing to travel occasionally (under 25%) for customer and onsite work.

Compensation and Benefits

• $175k - $185k base salary + equity

• Lunch provided in-office

• 100% employer-paid medical, dental, and vision premiums for employees and dependents

• Paid time off and paid company holidays