Customer Success Specialist

Location: Remote, U.S. (Pacific Time Zone Preferred) About Knomee Knomee is building the behavioral intelligence platform for financial services. We help financial institutions drive organic growth by understanding what clients and prospects want, what’s changing, and when they’re ready to act. Our platform combines behavioral science, AI, and thoughtful product design to help firms convert prospects, deepen relationships, grow households, and retain clients through transitions. We're an early-stage company creating a new category. Every customer matters. Every implementation teaches us something. Every successful customer helps us build a better company. We're looking for our first Customer Success Specialist to help customers adopt Knomee, realize value quickly, and become long-term advocates. The Opportunity As Knomee's first Customer Success Specialist, you'll work directly with the CEO to ensure every customer has an exceptional experience—from onboarding through adoption, renewal, and expansion. You'll become the primary point of contact for our customers, helping them achieve meaningful outcomes while serving as the voice of the customer inside the company. You'll identify what's working, where customers get stuck, and how we can continuously improve. This is a hands-on, high-energy role for someone who wants to build, not inherit, a customer success playbook. You’ll be close to our customers from day one, constantly testing creative ways to increase engagement and usage. If you’re looking for established processes and predictable days, this probably isn’t the right fit. If you want significant responsibility early in your career and the chance to figure out what works, it could be. What You'll Own You'll own the day-to-day customer experience and help build the foundation of Knomee's customer success function. Specifically, you will: Lead customer onboarding and help customers get to value quickly. Engage customers proactively at least weekly with ideas, use cases, templates, insights, and recommendations that give them reasons to use Knomee. Own activation and usage. If engagement is low, dig into why, develop a hypothesis, try something, and measure whether it worked. Build trusted relationships with advisors and customer stakeholders. Learn how each customer grows and find creative ways to embed Knomee into their existing marketing, business development, advisor, and client workflows. Own weekly customer success reporting, tracking logins, usage, invitations, completions, use cases, risks, and actions so we always know what’s working, what isn’t, and what we’re doing next. Support pilots, renewals, and expansion opportunities. Turn successful experiments and customer learnings into templates, best practices, and repeatable playbooks that help every customer get more value from Knomee. Bring customer feedback and patterns back to Product and Engineering. Jump in wherever needed to make a customer successful. At our stage, no customer task is beneath you. How Success Is Measured Success in this role is measured by customer outcomes—not activity. Your success will be reflected in: Customer activation and time-to-value Weekly and monthly active usage Growth in Knomee invitations and completions Adoption of high-value use cases Pilot-to-contract conversion, retention, and expansion Customer outcomes tied to growth Your ability to turn experiments into repeatable activation playbooks If customers aren't realizing value from Knomee, we haven't succeeded. If usage is low, your job is not simply to report it. Your job is to understand why and figure out what we can do about it. What We're Looking For We're looking for someone who enjoys working with customers, takes ownership naturally, and thrives in a fast-moving environment. In any given week, you might analyze usage data, call customers, create an engagement campaign, test a new activation idea, and report back on what worked. You won't wait for a playbook. You'll help us build it. You likely bring: 1–4 years of professional experience, ideally in Customer Success, Account Management, Implementation, Sales, consulting, fintech, or another customer-facing role. Strong communication and relationship-building skills. Comfort with data and the discipline to measure whether your work is changing customer behavior. Strong organization and attention to detail. Comfort communicating directly with senior customers despite being earlier in your career. Genuine belief in what Knomee is building and enthusiasm for helping customers see its value. Experience in wealth management, fintech, or enterprise SaaS is a plus. How You Work You are: Hungry to learn and prove yourself. High-energy, optimistic, and persistent. Resourceful when there isn't an obvious answer. Willing to do the detailed, repetitive work required to get something right. Curious about customers and why people behave the way they do. Someone who sees “we don't have a playbook yet” as an opportunity, not a problem. You don't expect someone else to solve problems first. You identify what needs to happen, take initiative, and follow through. You don't confuse a customer saying they like Knomee with customer success. Success means they are using it, getting measurable value from it, and wanting to use it more. This role is the foundation of Knomee's customer success function. As the company grows, strong performance will create opportunities to take on broader ownership across customer success, enterprise implementations, account expansion, and team leadership. Growth will be based on demonstrated impact—not tenure. This role will begin as a contract position, with the opportunity to transition to full-time employment within the first few months based on company growth and demonstrated impact. As Knomee grows, strong performance can lead to broader ownership across customer success, enterprise implementations, account expansion, and eventually team leadership. Why Join Knomee We believe the future of financial services is more human. Join us in building the behavioral intelligence layer that helps financial institutions understand people better and turn that understanding into growth. #J-18808-Ljbffr Knomee