Implementation & Support Specialist

Luminary•New York, NY

7d•$100,000 - $120,000•Hybrid

About The Position

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. 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.

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

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