Founding Senior Customer Success Manager
About The Position
Lumana is seeking a founding Senior Customer Success Manager (CSM) to build the U.S. enterprise Customer Success function from the ground up. This is a hands-on role responsible for establishing processes, operating rhythms, and customer programs for a scalable post-sale motion, while also directly managing strategic enterprise accounts. The CSM will own the full post-sale customer lifecycle, including technical onboarding, product adoption, customer health, value realization, expansion readiness, and predictable renewals. This role requires partnering closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure enterprise customers achieve measurable business outcomes with Lumana. Success involves 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 comfortable designing the CS playbook and executing it with customers.
Requirements
- 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 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 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
- 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, and increased system utilization
- Partner with Account Executives on renewal and expansion strategy
- Act as the internal advocate for customer success and ensure alignment across teams
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
- Comprehensive medical, dental, and vision coverage
- 15 days PTO, paid holidays, and sick leave
- 401(k) with employer 4% match
- Paid parental leave for new parents
- $500 home office stipend and top-tier equipment provided
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
