Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.
Founded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.
Role Description
The Senior Customer Success Manager (CSM) will help build the U.S. enterprise Customer Success function from the ground up. This is a hands-on builder role responsible for establishing the processes, operating rhythms, and customer programs that create a scalable post-sale motion while directly managing strategic enterprise accounts.
The Senior CSM owns the full post-sale customer lifecycle — from technical onboarding and product adoption through customer health, value realization, expansion readiness, and predictable renewals. As the primary account quarterback, this role partners closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure enterprise customers achieve measurable business outcomes with Lumana.
Success in this role means 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 equally comfortable designing the playbook and being in the trenches with customers to execute it.
Location
Remote - Eastern Time Zone
Hybrid - NY or NJ
Compensation
Senior CSM (7–10 years experience)
Base: $115K–$130K, Variable: $20k, OTE: $135K–$150K
Responsibilities
Onboarding & Activation
- 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
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.
Qualifications
Must Have
- 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 Have
- 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,…