Founding Senior Customer Success Manager

The founding Senior Customer Success Manager (CSM) will be Lumana’s first Customer Success hire in the U.S. and will 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.

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.

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.

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.

We keep it focused and respectful of your time—our typical process includes:

A 45-minute conversation with our Talent Team

A 50-minute interview with our VP of Operations

A 30-minute interview with a Revenue Leader

A 30-minute interview with a Solutions Engineering Leader

A 30-minute interview with the HR Leader

A 30-minute interview with our CEO

✨ 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

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 — 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.