Implementation & Support Specialist
About The Position
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
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
