Senior Customer Success Manager

Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most. Founded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact. Role Description The Senior Customer Success Manager (CSM) will help build the U.S. enterprise Customer Success function from the ground up. This is a hands-on builder role responsible for establishing the processes, operating rhythms, and customer programs that create a scalable post-sale motion while directly managing strategic enterprise accounts. The Senior CSM owns the full post-sale customer lifecycle — from technical onboarding and product adoption through customer health, value realization, expansion readiness, and predictable renewals. As the primary account quarterback, this role partners closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure enterprise customers achieve measurable business outcomes with Lumana. Success in this role means both building the CS foundation for Lumana’s U.S. enterprise business and delivering exceptional outcomes for a portfolio of strategic accounts. The ideal candidate is equally comfortable designing the playbook and being in the trenches with customers to execute it. Location Remote - Eastern Time Zone Hybrid - NY or NJ Compensation Senior CSM (7–10 years experience) Base: $115K–$130K, Variable: $20k, OTE: $135K–$150K Responsibilities Onboarding & Activation - Lead post-sale customer introductions and kickoffs - Create and maintain an onboarding tracker capturing: - Equipment shipping and delivery status - Internet connectivity validation - SE assignment and configuration completion - Coordinate with Solutions Engineering to ensure configuration meets customer requirements - Confirm deployment milestones and validate time-to-first-value - Ensure successful onboarding sign-off Adoption & Customer Health - Continuously monitor defined customer health metrics including: - Platform usage and login activity - Alert configuration and use case adoption - Support ticket trends - Feature requests and product feedback - Proactively identify risks and escalate when needed - Partner with SE, Support, and AE to resolve adoption gaps - Maintain an active dashboard of owned accounts and status Account Management & Expansion Readiness - Conduct Quarterly Business Reviews (QBRs) on strategic accounts - Mitigate churn risks through structured engagement plans - Surface expansion signals including: - New site deployments - Additional use cases - Increased system utilization - Partner with Account Executives on renewal and expansion strategy Cross-Functional Partnership - Solutions Engineering: Technical implementation and advanced configuration - Support: Issue resolution and ticket trends - Account Executives: Commercial expansion and contract ownership - The CSM acts as the internal advocate for customer success and ensures alignment across teams. Other duties may be assigned. Qualifications Must Have - 7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology - Experience as a Founding customer success hire in an early-stage startup - Background supporting technical buyers (IT, security, engineering, operations) - Experience managing high-touch enterprise accounts - Strong cross-functional coordination skills - Ability to interpret product usage data and translate it into action - Executive communication experience, including running QBRs - Structured, process-driven mindset with attention to detail Nice to Have - Familiarity with APIs, integrations, or technical implementation workflows - Experience building or improving customer success playbooks or onboarding frameworks - Experience in security, AI, infrastructure, or data platforms - Experience with camera systems, IoT, networking, or cloud platforms ✍️ Our Hiring Philosophy - We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. - We aim to provide both product & industry expertise whenever we interact with prospects and customers. - We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly. - We value a strong sense of ownership, principled thinking over experience, and thoughtful communication. Our Interview Process We keep it focused and respectful of your time—our typical process includes: A 45-minute conversation with our Talent Team A 50-minute interview with our VP of Operations A 30-minute interview with a Revenue Leader A 30-minute interview with a Solutions Engineering Leader A 30-minute interview with the HR Leader A 30-minute interview with our CEO ✨ What We Offer - We believe great talent deserves great support. Here’s how we invest in you: - Competitive Pay: Strong base salary + uncapped commission - Equity & Upside: Own a piece of what you're building - Tools that Work for You: We arm our team with top-tier tech and modern sales tools—so you can focus on closing, not admin - Remote-First Flexibility: Work from where you're most effective, with teammates around the globe - Product Influence: Your voice matters—sales feedback directly shapes our roadmap For U.S.-Based Employees - Health & Wellness: Comprehensive medical, dental, and vision coverage - Time Off: 15 days PTO, paid holidays, and sick leave - Financial: 401(k) with employer 4% match, equity in a fast-growing startup - Remote-Friendly: Flexible hybrid/remote work arrangements depending on role - Parental Leave: Paid parental leave for new parents - Work Setup: Home $500 office stipend and top-tier equipment provided Equal Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law. Interview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you. Recruitment Fraud: Official hiring emails come from @lumana.ai http://lumana.ai. We never request payment or banking information during hiring. Agencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.