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This is a hands-on leadership role at the center of Luma AI's EMEA Customer Success organization. You will lead a small, senior team of 5 CSMs with plans to scale to 10 within 12 months. The team is based in London with a growing presence in Munich and potential future expansion to Riyadh, serving enterprise customers across the EMEA region.
You will carry formal accountability for your team's performance, development, hiring, and day-to-day effectiveness while remaining personally engaged with the region's most strategic accounts. Your core mandate is to transform individual practices into a scalable operating system—building the account planning, escalation, and reporting structures that enable the team to grow without proportional headcount increases.
Key responsibilities include:
- Lead hiring, onboarding, coaching, performance management, and career development for senior CSMs
- Maintain direct involvement in the region's most strategic accounts, holding senior relationships and making decisions at your level
- Determine team resource allocation: which accounts warrant depth, what enablement work justifies investment, and what should become repeatable versus bespoke
- Build account planning, escalation, and reporting processes to support enterprise customer growth without linear headcount scaling
- Own performance outcomes including net revenue retention, retention rates, health score distribution, and escalation resolution
- Drive usage expansion within existing accounts across teams, markets, and use cases
- Partner cross-functionally with Sales on renewals and expansion, with Forward Deployed Creatives on adoption, and with Product on regional needs
- Identify and develop talent, building a bench of strong individual contributors and emerging player-coaches
- Lead hiring as the team scales, setting explicit standards for "senior" in EMEA Customer Success
- Maintain high execution standards across account health, CRM hygiene, renewal management, expansion identification, and customer engagement
- Serve as senior escalation point for complex customer situations
- Contribute to CS strategy alongside regional and functional leadership
Requirements:
- 10+ years in Customer Success or closely related client-facing function, including substantial experience leading teams of senior individual contributors with direct accountability for performance outcomes
- Proven people manager with track record of building and developing CS teams, navigating performance conversations with directness and care, and retaining/growing reports
- Record of personally holding senior relationships at large enterprise or agency accounts, including difficult conversations
- Evidence of making team work repeatable—transforming effort-driven functions into systems with clear trade-offs
- Strong operational leader who builds reliable execution systems, holds teams to consistent standards, and owns outcome metrics
- Presence and ability to lead experienced professionals in a region removed from headquarters while earning respect and holding your point of view
- Comfortable operating across multiple markets while working closely with leadership based elsewhere
- Effective cross-functional partner with Sales, Product, and GTM leaders
- Comfortable in scaling environments where structure, tooling, and process are still being refined
What sets you apart:
- Experience building or significantly scaling a CS function at a high-growth startup (hiring, process development, team structure design)
- Fluency with marketers and real time spent with advertising agencies or brand marketing teams
- Background at creative technology, generative AI, or product-led growth company
- Track record of developing CS managers or leads from individual contributor backgrounds
- Deep familiarity with CRM and customer success tooling with data-driven approach to team performance management
Nice to have:
- Additional European language
- Experience at creative software, martech, or ad tech company selling into agency groups and global brands
- Familiarity with newly-opened markets relevant to region's growth (e.g., Middle East)
