Head of Customer Success

Luma AI•Palo Alto, CA

17h

About The Position

Luma's mission is to build multimodal AI to expand human imagination and capabilities. We believe the next leap in intelligence won’t come from language alone. The future belongs to systems that can see, understand, create, and interact with the world visually. We are building multimodal foundation models that enable machines to understand and generate the visual world with unprecedented fidelity. Dream Machine is only the beginning. Our ambition is to create the creative intelligence layer powering the next generation of media, design, entertainment, and digital experiences. Luma is a product-driven, fast-moving company where small teams build category-defining technology. WHERE YOU COME IN Luma’s Head of Customer Success will define what success looks like for the companies building the future with us. This is not a traditional CS leadership role. There is no existing playbook. You will architect the entire customer success motion from first principles, ensuring that the world’s most ambitious creators, studios, brands, and developers are able to fully realize the power of Luma’s technology. You will be the architect of the customer experience at Luma. From onboarding to expansion, you will design the systems, relationships, and insights that turn early adopters into long-term partners and advocates. In the early days, you will operate as a player-coach, personally working with some of our most important customers while building the playbook and team that will scale customer success globally.

Requirements

8–12+ years in customer success, solutions consulting, or customer-facing leadership roles at high-growth SaaS, AI, or developer platform companies.
Proven experience building or scaling customer success organizations in early-stage or rapidly scaling environments.
Deep expertise in SaaS customer lifecycle management, onboarding strategies, retention models, and expansion frameworks.
Comfortable working with enterprise customers and executive stakeholders across product, creative, and technical organizations.
A builder’s mindset. You thrive in ambiguous environments and enjoy creating systems from scratch.
Highly strategic but deeply hands-on. You are as comfortable defining a long-term vision as you are jumping into a customer call.
Exceptional communicator who can translate complex technical capabilities into clear customer value.
Strong cross-functional instincts and the ability to influence across Sales, Product, Engineering, and Marketing.
A high-agency leader who moves quickly, takes ownership, and thrives in fast-moving startup environments.

Nice To Haves

Experience supporting customers in creative industries such as media, entertainment, gaming, design, or marketing.
Background with AI platforms, developer tools, or highly technical products.
Experience shaping product roadmap decisions through direct customer insight.
Founder-level ownership and the ability to build teams, systems, and culture simultaneously.
A genuine excitement for frontier technology and helping customers unlock entirely new creative possibilities with AI.

Responsibilities

Build Luma’s customer success function from the ground up, designing the lifecycle from onboarding through long-term expansion.
Define the customer success strategy that drives adoption, retention, and expansion across Luma’s growing customer base.
Partner deeply with Sales to ensure seamless handoffs and to identify opportunities for expansion and deeper product adoption.
Personally engage with Luma’s most strategic customers, helping them integrate our technology into their workflows and unlock entirely new capabilities.
Design the systems that measure customer health, product adoption, and long-term value creation.
Translate customer insights into actionable feedback for Product and Engineering, helping shape the evolution of the platform.
Develop scalable onboarding and enablement programs that help customers quickly unlock value.
Hire and lead a world-class Customer Success team that can support Luma’s global growth.
Build the infrastructure, metrics, and operating rhythms that allow customer success to scale as the company grows.
Act as the voice of the customer across the company, ensuring customer insights influence product direction and strategic decisions.