Senior Customer Success Manager

Lumana•New York, NY

18d•$115,000 - $130,000•Remote

About The Position

Lumana is hiring a Senior Customer Success Manager to help build its U.S. enterprise Customer Success function from the ground up while directly managing strategic enterprise accounts. This hands-on builder role establishes scalable post-sale processes, operating rhythms, and customer programs, and owns the full customer lifecycle from technical onboarding and product adoption through customer health, value realization, expansion readiness, and renewals. The CSM serves as the primary account quarterback, partnering with Solutions Engineering, Technical Support, Operations, and Sales to help enterprise customers achieve measurable business outcomes. The position is remote in the Eastern Time Zone or hybrid in New York or New Jersey. The stated compensation for a Senior CSM with 7–10 years of experience is a $115,000–$130,000 base salary, $20,000 variable compensation, and $135,000–$150,000 OTE.

Requirements

7+ years of experience 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, such as IT, security, engineering, or operations teams.
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.
A structured, process-driven mindset and attention to detail.

Nice To Haves

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.

Responsibilities

Lead post-sale customer introductions and kickoff meetings.
Create and maintain onboarding trackers covering equipment shipping and delivery, internet connectivity validation, Solutions Engineering assignment, and configuration completion.
Coordinate with Solutions Engineering to ensure configurations meet customer requirements.
Confirm deployment milestones, validate time-to-first-value, and ensure successful onboarding sign-off.
Monitor customer health metrics, including platform usage and login activity, alert configuration and use case adoption, support ticket trends, feature requests, and product feedback.
Identify customer risks proactively and escalate when needed.
Partner with Solutions Engineering, Support, and Account Executives to resolve adoption gaps.
Maintain an active dashboard showing owned accounts and their status.
Conduct Quarterly Business Reviews for strategic accounts.
Mitigate churn risks through structured engagement plans.
Identify expansion signals, including new site deployments, additional use cases, and increased system utilization.
Partner with Account Executives on renewal and expansion strategy.
Coordinate across Solutions Engineering, Support, and Account Executives, and act as the internal advocate for customer success.
Build the processes, operating rhythms, and customer programs that support a scalable U.S. enterprise post-sale motion.
Perform other duties as assigned.

Benefits

Competitive base salary plus uncapped commission.
Equity in the company.
Top-tier technology and modern sales tools.
Remote-first flexibility and flexible hybrid/remote arrangements depending on role.
Medical, dental, and vision coverage for U.S.-based employees.
15 days of PTO, paid holidays, and sick leave.
401(k) with a 4% employer match.
Paid parental leave.
$500 home office stipend and top-tier equipment.
Opportunity for sales feedback to directly shape the product roadmap.