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, networking, or cloud platforms

✍️ Our Hiring Philosophy

We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.