Senior Customer Success Manager

Lumana builds an AI video security platform that helps organizations improve safety, strengthen security, and respond faster. The Senior Customer Success Manager will build the U.S. enterprise Customer Success function while managing strategic accounts through onboarding, adoption, customer health, value realization, expansion readiness, and renewals.

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
• 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 intechnicalCustomer 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
• 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