Senior Customer Success Manager

Luma•New York, NY

About The Position

Luma's mission is to build multimodal AI to expand human imagination and capabilities. We believe that multimodality is critical for intelligence — to go beyond language models and build more aware, capable, and useful systems, the next step function change will come from vision. We are working on training and scaling up multimodal foundation models for systems that can see and understand, show and explain, and eventually interact with our world to effect change. We closed a $900M Series C in 2025 and are now scaling our go-to-market and post-sales functions globally. This is a high-impact opportunity to join Luma as a Senior Customer Success Manager during a pivotal moment in our growth. As a senior individual contributor on our customer success team, you will own a portfolio of enterprise accounts — driving adoption, retention, and expansion with minimal oversight. You will run the full enterprise CS motion, contribute to the processes and playbooks that define how we serve customers at scale, and serve as an informal mentor to CSMs around you. You will operate with high autonomy, integrate your work into Luma's broader GTM and product direction, and act as a trusted advisor to both customers and internal stakeholders.

Requirements

5–8 years of relevant experience in Customer Success, Account Management, Strategic Accounts, or a closely related client-facing function, with a track record of owning complex, high-value customer relationships.
A senior IC who has demonstrably led scoped projects or workstreams with minimal oversight and meaningful cross-functional impact.
Capable of informally mentoring and upleveling junior teammates — through coaching, reviewing their work, modeling craft, and pulling them through hard situations.
Strong systems thinker: can spot patterns across accounts, design processes that scale, and integrate CS work into the broader product and GTM architecture.
Hands-on operator at heart — still motivated to roll up your sleeves and run the work, not just direct it.
Exceptional communicator who can navigate executive conversations, hold the room with technical partners, and translate customer feedback into clear, actionable input for Product and Engineering.
Comfortable operating with high autonomy in an ambiguous, fast-evolving environment.
Strong sense of ownership and judgment — you make the call when the playbook does not exist, and you escalate cleanly when it should.

Nice To Haves

Experience scaling a Customer Success function at a high-growth startup, particularly through the 0–1 to 1–10 transition.
Background at product-led or creative startups — Figma, Notion, Linear, Canva, or similar.
Experience at frontier tech or generative AI companies where the product evolves rapidly — Runway, Pika, Replit, Cursor, Perplexity, or similar.
Experience in high-growth, high-chaos environments such as media, advertising, or creative agencies.
Technical fluency that enables credible conversations with Product and Engineering on API integrations, model behavior, or developer workflows.

Responsibilities

Own a portfolio of Luma's enterprise accounts, driving adoption, retention, and expansion with minimal oversight.
Build and maintain executive-level relationships within your accounts — operating as a strategic advisor, not just a point of contact.
Run the full enterprise CS motion: structured onboarding, success planning, executive business reviews, renewal management, and expansion identification.
Lead scoped customer success initiatives end-to-end — executive business review programs, customer health frameworks, onboarding journeys for new customer segments, technical enablement programs.
Informally mentor and coach CSMs through account reviews, customer escalations, and day-to-day craft — modeling what great looks like without formal management accountability.
Serve as a senior voice of the customer to Product, Engineering, Research, and GTM leadership — synthesizing patterns across accounts into clear, prioritized input that influences roadmap and strategy.
Diagnose and resolve complex, ambiguous customer problems where no established playbook exists — and codify the resulting solutions into repeatable practices for the team.
Define and refine core CS processes — account segmentation, success planning, QBRs, renewals, escalation paths — as the function scales.
Partner cross-functionally with Sales, FDC, Solutions, Product, and Engineering to integrate CS work into Luma's broader GTM motion.
Run point on high-stakes customer escalations and executive-level relationships, including technical deep dives and strategic alignment conversations.