Customer Success Manager II

📋 Description

• • Lumana is seeking a highly motivated and strategic Customer Success Manager II to own the post-sale customer lifecycle, ensuring our clients achieve maximum value from our cutting-edge AI video security platform. This role is pivotal in driving customer satisfaction, product adoption, and predictable revenue through renewals and expansion, acting as the primary advocate for customer success within the organization.
• • As a Customer Success Manager II, you will be the strategic account quarterback, orchestrating efforts across Solutions Engineering, Support, and Sales teams to guarantee customers realize tangible business outcomes. Your day-to-day will involve leading seamless onboarding processes, from initial customer introductions and kickoff meetings to meticulously tracking equipment shipping, internet connectivity validation, and Solutions Engineering assignments. You will collaborate closely with Solutions Engineering to ensure configurations precisely meet customer requirements, diligently confirming deployment milestones and validating the time-to-first-value, ultimately securing successful onboarding sign-off.
• • A core responsibility is the continuous monitoring of customer health metrics. This includes analyzing platform usage and login activity, tracking alert configurations and adoption of various use cases, reviewing support ticket trends, and gathering feature requests and product feedback. You will proactively identify potential risks to customer retention and escalate them appropriately, partnering with SE, Support, and Account Executives to address any adoption gaps. Maintaining an active dashboard of owned accounts and their current status will be crucial for visibility and proactive management.
• • You will also be responsible for account management and ensuring expansion readiness. This involves conducting comprehensive Quarterly Business Reviews (QBRs) for strategic accounts, developing and executing structured engagement plans to mitigate churn risks, and actively surfacing expansion signals. These signals may include new site deployments, the adoption of additional use cases, or increased system utilization. You will work closely with Account Executives to strategize on renewals and expansion opportunities, ensuring a cohesive approach to account growth.
• • Furthermore, this role demands strong cross-functional partnership. You will collaborate closely with Solutions Engineering on technical implementation and advanced configurations, with Support on issue resolution and understanding ticket trends, and with Account Executives on commercial expansion and contract ownership. You will serve as the internal champion for customer success, ensuring alignment and effective communication across all relevant teams to deliver an exceptional customer experience. Other duties as assigned will ensure you are a versatile contributor to the team's success.
• • Lumana is a rapidly growing AI video security company founded in 2021, backed by top-tier Silicon Valley investors. We are distinguished by our AI video security platform, which provides unparalleled visibility and control, enabling organizations to enhance security, streamline operations, and respond effectively to critical events. Our team is small, dynamic, and empowered, fostering an environment where individuals are trusted to lead and make a significant impact. We operate with a philosophy of thinking big, moving fast, and executing with an owner's mindset, ensuring that each team member's contributions are visible, lasting, and real.
• • Joining Lumana means becoming part of a company that is revolutionizing the video security industry. You will have the opportunity to work with a highly differentiated product and contribute to its evolution. We believe in fostering a collaborative environment where talented individuals can thrive, delivering exceptional performance. Your insights and feedback will directly influence our product roadmap, offering a unique chance to shape the future of our technology and its impact on our customers.
• • This role offers a unique opportunity for professional growth and development. You will gain deep expertise in AI, computer vision, and machine learning applications within the security sector. The experience gained in managing strategic accounts, driving adoption, and collaborating across diverse teams will be invaluable for career advancement. You will learn to navigate complex technical environments, develop sophisticated account management strategies, and hone your executive communication skills, positioning you for future leadership opportunities within a fast-paced, innovative company.