Senior Customer Success Manager

Lumana

1d•Remote

About The Position

Lumana is on a mission to empower organizations by unlocking the value of their visual data — not just record the world, but to actually understand it and extract meaningful insights. Our AI video security platform delivers unmatched visibility and control, helping customers enhance security and safety, streamline operations, and respond instantly when it matters most. Founded in 2021, we are backed by tier-one Silicon Valley investors with deep team expertise in AI, computer vision, and machine learning. We are one of the fastest-growing video security companies and recently raised the largest Series A within our industry. We’ve built the most intelligent video security solution on the market — one that sees what matters, acts fast, and prevents what used to be inevitable. At Lumana, teams are small, dynamic, and trusted to lead. We think big, move fast, and execute like owners — because we are. Your impact here won’t be filtered. It will be visible, lasting, and real. The Senior Customer Success Manager (CSM) owns the post-sale customer lifecycle — ensuring seamless onboarding, measurable product adoption, customer health visibility, and predictable renewals. This role serves as the strategic account quarterback, coordinating across Solutions Engineering, Support, and Sales to ensure customers achieve meaningful business outcomes with Lumana. The CSM is accountable for adoption and expansion readiness — with a primary focus on strategic accounts.

Requirements

7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology
Experience in security, AI, infrastructure, or data platforms
Background supporting technical buyers (IT, security, engineering, operations)
Experience with camera systems, IoT, networking, or cloud platforms
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 Haves

Familiarity with APIs, integrations, or technical implementation workflows
Experience building or improving customer success playbooks or onboarding frameworks

Responsibilities

Lead post-sale customer introductions and kickoff
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
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
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
Technical implementation and advanced configuration
Issue resolution and ticket trends
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.

Benefits

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
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