Customer Success at Kobalt Labs in New York City

Job description

• About Kobalt Labs
• Kobalt is the AI-native compliance operating system for financial institutions (FIs). Compliance is critical for FIs to get right, but most of their work still happens manually, in legacy technology or Excel.
• Banks, credit unions, and fintechs across the country use Kobalt to run third party due diligence, screen marketing collateral, and stay current with the ever-changing regulatory landscape. Since our Series A, we've grown revenue more than 5x and work with some of the most notable names in financial services, including Chime, Upstart, and Affirm.
• Customer Success at Kobalt owns customer outcomes end-to-end, from implementation and adoption through expansion, working closely with customer leadership and our engineering team.
• Customer Success is also a major driver of our growth: our best customers expand with us and bring us into other financial institutions. This role is perfect for someone who genuinely loves spending time with customers, solving their problems, and turning those relationships into lasting partnerships.

Responsibilities

• Own customer implementations end-to-end, from scoping and technical configuration through UAT, training, and go-live.
• Build deep relationships with customers, working with practitioners and executives to understand their workflows, priorities, and broader strategic goals.
• Understand the underlying need behind customer requests, scope an initial approach with engineering, and explain technical concepts back to non-technical stakeholders.
• Build and maintain customer-facing documentation, including help content, FAQs, admin guides, and reusable implementation methodology.
• Drive customer adoption and expansion, ensuring customers get increasing value from Kobalt and identifying opportunities to grow the relationship.

Requirements

• 3–5 years of experience in customer success, implementation, consulting, project management, or a similar customer-facing role.
• Experience with technical project delivery and comfortable owning a project from kickoff through go-live, including coordinating multiple stakeholders and driving projects forward.
• Strong project management skills, with the ability to manage multiple concurrent implementations simultaneously.
• Commercially minded and motivated to grow customer relationships through a consultative, trust-first approach.
• Willing to travel occasionally (under 25%) for customer and onsite work.

Skills

Required

• Strong project management skills
• Commercially minded
• Consultative, trust-first approach
• Technical project delivery
• Customer-facing communication

Benefits

• $175k - $185k base salary + equity
• Lunch provided in-office
• 100% employer-paid medical, dental, and vision premiums for employees and dependents
• Paid time off and paid company holidays