Senior Customer Success Manager

Lumana is on a mission to empower organizations by unlocking the value of their visual data. The Senior Customer Success Manager (CSM) owns the post-sale customer lifecycle, ensuring seamless onboarding, measurable product adoption, and customer health visibility while coordinating across teams to achieve meaningful business outcomes for strategic accounts.

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
• 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

Requirements:

• 7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology
• 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
• 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