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Salary: USD 115,000 - 150,000 / annual
Lumana is seeking a founding Senior Customer Success Manager to build the U.S. enterprise Customer Success function from the ground up. This is a hands-on builder role responsible for establishing 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. You will act as the primary account quarterback, partnering closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure enterprise customers achieve measurable business outcomes.
Key responsibilities include leading post-sale customer introductions and kickoffs, creating and maintaining onboarding trackers that capture equipment shipping, internet connectivity validation, and SE assignment completion. You will continuously monitor customer health metrics including platform usage, alert configuration adoption, support ticket trends, and feature requests. You'll conduct Quarterly Business Reviews on strategic accounts, mitigate churn risks through structured engagement plans, and surface expansion signals including new site deployments and increased system utilization.
You must have 7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology, with experience as a founding customer success hire in an early-stage startup. Background supporting technical buyers (IT, security, engineering, operations) and managing high-touch enterprise accounts is essential. Strong cross-functional coordination skills, ability to interpret product usage data, and executive communication experience running QBRs are required.
Nice-to-have qualifications include familiarity with APIs, integrations, technical implementation workflows, experience building customer success playbooks, and background in security, AI, infrastructure, or data platforms. Lumana is a fast-growing AI video security company backed by tier-one Silicon Valley investors, founded in 2021, and recently raised the largest Series A in the industry.
