Senior Customer Success Manager at Lumana

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. Location Remote - USA Compensation Senior CSM (7–10 years experience) Base: $115K–$130K, Variable: $20k, OTE: $135K–$150K Responsibilities Onboarding & Activation - 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 Adoption & Customer Health - 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 Account Management & Expansion Readiness - 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 Cross-Functional Partnership - Solutions Engineering: Technical implementation and advanced configuration - Support: Issue resolution and ticket trends - Account Executives: 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. We don’t do cookie-cutter. If you’ve got the grit, the drive, and the track record—especially in security or AI—we want to hear from you. Even if you don’t check every box, let’s talk. Qualifications Must Have - 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 Have - Familiarity with APIs, integrations, or technical implementation workflows - Experience building or improving customer success playbooks or onboarding frameworks ✍️ Lumana Hiring Philosophy - We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. - We aim to provide both product & industry expertise whenever we interact with prospects and customers. - We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly. - We value a strong sense of ownership, principled thinking over experience, and thoughtful communication. Our Interview Process We keep it focused and respectful of your time—our typical process includes: A 60-minute conversation with our Talent Team A 60-minute interview with our Director of Customer Success A Take-Home Assignment for a Mock Customer Onboarding Call A 30-minute panel interview with out team to present. ✨ What We Offer - We believe great talent deserves great support. Here’s how we invest in you: - 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 For U.S.-Based Employees - 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 Lumana is an equal opportunity employer ‍We are committed to providing equal employment opportunities to all individuals regardless of race, color, ethnicity, religion, sex, gender identity, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis protected by law. Recruitment Fraud Alert: All Lumana hiring communications come from @lumana.ai [Upgrade to PRO to see link] — we never ask for payment or personal banking info. Recruiters & Agencies: Lumana does not accept unsolicited resumes from agencies without a signed agreement and will not pay related fees.