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About the Role
As an Implementation & Support Specialist, you will be responsible for onboarding new customers onto the Luminary platform and providing ongoing day-to-day support. You will act as the primary customer contact during onboarding, configuring their tenant, delivering training, and troubleshooting issues. This role requires deep product expertise to deliver a bespoke onboarding experience and offers significant early exposure to customers and product at a fast-growing company.
Responsibilities
- 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
Requirements
- 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
Location
- NYC office
Work Type
- Hybrid
Experience Level
- 2-4 years
Salary/Compensations
- $100,000-$120,000
Benefits
- 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
About the Company
- 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.