Implementation & Support Specialist

Luminary; New York (NY); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health insurance

4 weeks PTO

Parental leave

401(k) plan

Wellness stipend

Learning stipend

NYC office access

Job summary

Luminary is seeking an Implementation & Support Specialist to onboard new customers and provide day-to-day support as the platform scales. You’ll configure tenants, deliver training, and troubleshoot issues, acting as the product expert for clients.

You’ll partner with Customer Success Managers to ensure a smooth onboarding experience, while translating customer needs into actionable product improvements at a fast-growing company.

Qualifications

• 2–4 years of experience in wealth management or in a customer-facing onboarding/implementation/support role in B2B fintech SaaS.
• Ability to build deep platform expertise and translate it into clear training for non-technical users.
• Strong process orientation with documented, repeatable workflows.
• Detail‑oriented, highly responsive, and able to decide when to escalate.

Responsibilities

• Own day-to-day onboarding execution: tenant setup, configuration, joining calls, training delivery and hands-on go-live support.
• Serve as product expert, resolving inbound requests and escalating when needed.
• Execute and improve onboarding and support playbooks and related content.
• Surface themes from onboarding/support to inform the product roadmap.

Skills

Wealth management

Onboarding

Customer success

B2B fintech SaaS

Job description

About Luminary

Luminary is an AI-native system of action for wealth transfer, connecting clients’ assets with generational gifting and philanthropic goals.

$90 trillion will pass between generations in the decades ahead, yet more than 70% of high-net-worth clients report a large gap between the services they expect and what they receive. Luminary solves this by transforming complex estate planning documents into a structured, proprietary data asset that powers agent-driven workflows for tax and wealth transfer services.

Our customers are leaders across the private client ecosystem - top wealth managers, national tax advisory practices, and law firms among the AM Law 100. Our proprietary data and workflows position us to rapidly expand from wealth transfer advice into large, adjacent markets including trust administration and estate distribution.

Luminary was founded in 2022 and is backed by leading venture capital investors, prominent wealth management firms, and several family offices.

The Opportunity

As an Implementation & Support Specialist at Luminary, you'll own the hands-on work of getting new customers live on the platform and keeping them successfully supported day-to-day, as we continue to rapidly scale.

You'll be the customer's primary point of contact through onboarding - configuring their tenant, delivering training, and troubleshooting issues - and their first line of support once they're live. You'll work closely with our Customer Success Managers, who own the strategic relationship and account outcomes, while you drive the tactical execution and product expertise that make onboarding and support feel seamless.

This role is a strong fit for someone who enjoys conducting discovery to understand customers' specific goals and needs, and applying their deep product expertise to deliver a bespoke, clear onboarding experience for each customer. This role offers significant early exposure to customers and product at a fast-growing company.

What You'll Do

• Own the day-to-day execution of new client onboarding - tenant setup and configuration, joining alignment calls, training delivery, and hands-on support through go-live
• Serve as a product expert for our customers, resolving inbound support requests directly and escalating to product, engineering, or the Customer Success team as needed
• Execute and continuously improve our onboarding and support playbooks, Luminary Academy content, and supporting documentation
• Surface recurring themes from onboarding and support interactions to inform our product roadmap

Qualities we'd be excited to see

• 2-4 years of experience in either wealth management or in a customer-facing onboarding/ implementation/support role in B2B fintech SaaS
• Comfort building deep platform expertise and translating it into clear, confident training and support for non-technical users
• Strong process orientation - you default to documenting, systematizing, and improving how things get done
• Detail-oriented and highly responsive, with the judgment to know when to solve something yourself versus loop in the right teammate
• High agency, proactive, and action-oriented
• REAL - Resilient, Empathetic, Accountable, and Low-Ego

Why you'll love working here

• Represent a leading-edge vertical AI application defining a new product category that will transform an industry
• Work alongside our co-founders - industry and tech leaders with decades of experience
• Join a Customer Success team that collaborates on strategy, commercial assets, and execution
• Thrive in a fast-paced environment where we're constantly shipping based on customer learnings
• Luminary is a one-of-a-kind opportunity for massive impact at profitable scale - and a ton of fun along the way.

Benefits We Offer

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

• 100% employee health insurance coverage (plus 50% dependent coverage)
• 4 weeks PTO
• 12-week parental leave
• 401(k) plan
• Monthly wellness and commuter stipend
• Annual learning & development stipend
• NYC office where much of the team works 3+ days a week

The salary range for this role is $100,000-$120,000. This role is eligible for a performance-based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Compensation Range: $100K - $120K