Senior Customer Success Manager

📋 Description

• • Lumana Inc. is seeking a highly motivated and experienced Senior Customer Success Manager (CSM) to join our rapidly growing team in the State of Texas. As a key player in our post-sale customer lifecycle, you will be instrumental in ensuring our clients achieve maximum value from Lumana's cutting-edge AI video security platform. This role is perfect for a strategic thinker with a passion for technology and a proven ability to build strong customer relationships, drive product adoption, and secure predictable renewals.
• • Lumana is at the forefront of visual data intelligence, empowering organizations to not just record but truly understand their environment through AI video security. Our platform offers unparalleled visibility and control, enhancing security, streamlining operations, and enabling rapid response in critical situations. Founded in 2021 and backed by prominent Silicon Valley investors, we are experiencing explosive growth, recently securing the largest Series A in our industry. We are building the most intelligent video security solution available, designed to identify critical events, act swiftly, and prevent unforeseen issues.
• • As a Senior CSM, you will be the primary point of contact for our customers after the sale, guiding them through a seamless onboarding process, fostering deep product adoption, maintaining a keen eye on customer health, and ensuring successful renewals. You will act as the strategic quarterback for your assigned accounts, orchestrating efforts across Solutions Engineering, Support, and Sales to guarantee customers realize tangible business outcomes with Lumana. Your core accountability will be driving adoption and ensuring accounts are primed for expansion, with a particular emphasis on our most strategic clients.
• • **Onboarding & Activation:** You will lead the critical post-sale customer introductions and kickoff meetings. This involves creating and meticulously maintaining an onboarding tracker that monitors key milestones such as equipment shipping and delivery status, internet connectivity validation, Solutions Engineering (SE) assignment, and configuration completion. You will collaborate closely with SEs to ensure the platform configuration precisely meets each customer's unique requirements. Your role extends to confirming deployment milestones and validating the time-to-first-value, culminating in a formal sign-off for successful onboarding.
• • **Adoption & Customer Health:** A significant part of your responsibility will be the continuous monitoring of defined customer health metrics. This includes tracking platform usage and login activity, analyzing alert configurations and use case adoption, reviewing support ticket trends, and gathering feature requests and product feedback. You will proactively identify potential risks to customer satisfaction and escalate them appropriately. Partnering with SE, Support, and Account Executives (AEs), you will work collaboratively to address any adoption gaps. Maintaining an active, up-to-date dashboard of your owned accounts and their current status is essential.
• • **Account Management & Expansion Readiness:** You will be responsible for conducting insightful Quarterly Business Reviews (QBRs) for your strategic accounts, presenting value and identifying areas for growth. A key focus will be mitigating churn risks through the development and execution of structured engagement plans. You will actively identify and surface expansion signals, such as opportunities for new site deployments, adoption of additional use cases, or increased system utilization. Close collaboration with Account Executives will be crucial for developing and executing renewal and expansion strategies.
• • **Cross-Functional Partnership:** This role demands strong collaboration with various internal teams. You will work hand-in-hand with Solutions Engineering for technical implementation and advanced configurations, with Support for issue resolution and understanding ticket trends, and with Account Executives for commercial expansion and contract ownership. The CSM serves as the internal champion for customer success, ensuring seamless alignment and communication across all relevant departments. Additional duties may be assigned as needed to support Lumana's mission.
• • Lumana thrives on a culture of ownership, innovation, and high performance. We believe in empowering small, dynamic teams of talented individuals to achieve exceptional results. If you possess the drive, grit, and a proven track record, especially within the security or AI sectors, we encourage you to apply. We are open to discussing opportunities even if you don't meet every single qualification.