Customer Success Specialist

Location: Remote, U.S. (Pacific Time Zone Preferred)

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.

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.

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.

We're looking for someone who enjoys working with customers, takes ownership naturally, and thrives in a…