Founding Senior Customer Success Manager - EST

About Lumana

Lumana is on a mission to empower organizations by unlocking the value of their visual data—understanding and extracting meaningful insights from video. Their AI video security platform provides visibility and control to enhance security, streamline operations, and enable instant response. Founded in 2021 and backed by tier‑one Silicon Valley investors, Lumana has built the most intelligent video security solution on the market and recently raised the largest Series A in the industry.

Location

Remote – must live in the Eastern Time Zone (Hybrid option available in NYC).

Role Description

The founding Senior Customer Success Manager (CSM) will be Lumana’s first Customer Success hire in the U.S., building the enterprise Customer Success function from the ground up. This hands‑on builder role establishes processes, operating rhythms, and customer programs for a scalable post‑sale motion while directly managing strategic enterprise accounts. The Senior CSM owns the full post‑sale lifecycle—from technical onboarding and product adoption through health monitoring, value realization, expansion readiness, and predictable renewals—partnering closely with Solutions Engineering, Technical Support, Operations, and Sales.

Responsibilities

• Onboarding & Activation
  • Lead post‑sale introductions and kickoffs.
  • Create and maintain an onboarding tracker (equipment shipping, internet validation, SE assignment, configuration).
  • Coordinate with Solutions Engineering to ensure configurations meet customer requirements.
  • Confirm deployment milestones and validate time‑to‑first‑value.
  • Secure successful onboarding sign‑off.
• Adoption & Customer Health
  • Monitor health metrics: platform usage, login activity, alert configuration, use‑case adoption, support ticket trends, feature requests.
  • Proactively identify and escalate risks.
  • Partner with SE, Support, and AE to close adoption gaps.
  • Maintain an active dashboard of owned accounts and status.
• Account Management & Expansion Readiness
  • Conduct Quarterly Business Reviews (QBRs) for strategic accounts.
  • Mitigate churn through structured engagement plans.
  • Surface expansion signals (new site deployments, additional use cases, increased utilization).
  • Partner with Account Executives on renewal and expansion strategy.
• Cross‑Functional Partnership
  • Work with Solutions Engineering on technical implementation and advanced configuration.
  • Collaborate with Support for issue resolution and ticket trend analysis.
  • Coordinate with Account Executives on commercial expansion and contract ownership.
  • Act as internal advocate for customer success, ensuring alignment across teams.
• Other duties may be assigned.

Qualifications

• Must Have
  • 7+ years in technical Customer 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.
• Nice to Have
  • Familiarity with APIs, integrations, or technical implementation workflows.
  • Experience building or improving customer success playbooks or onboarding frameworks.
  • Background in security, AI, infrastructure, or data platforms.
  • Experience with camera systems, IoT, networking, or cloud platforms.

Compensation

Base salary: $115,000 – $130,000
Variable (commission/bonus): $20,000
On‑Target Earnings (OTE): $135,000 – $150,000

Benefits & Perks

• Competitive base salary plus uncapped commission.
• Equity ownership in a fast‑growing startup.
• Top‑tier technology and modern sales tools.
• Remote‑first flexibility with hybrid options for NYC‑based employees.
• Influence product roadmap through direct customer feedback.
• Comprehensive medical, dental, and vision coverage.
• 15 days PTO, paid holidays, and sick leave.
• 401(k) with 4% employer match.
• Paid parental leave.
• $500 home office stipend and premium equipment provided.

Hiring Philosophy

Lumana focuses on building best‑in‑class products and believes small, highly talented teams deliver superior performance. The company values ownership, principled thinking, and thoughtful communication over seniority alone.

Interview Process

• 45‑minute conversation with the Talent Team.
• 50‑minute interview with the VP of Operations.
• 30‑minute interview with a Revenue Leader.
• 30‑minute interview with a Solutions Engineering Leader.
• 30‑minute interview with the HR Leader.
• 30‑minute interview with the CEO.