Job Overview
Location
State of New Jersey
Job Type
Full-time
Category
HR & Recruiting
Date Posted
March 28, 2026
Full Job Description
đź“‹ Description
- • As a Senior Customer Success Manager at Lumana Inc., you will own the post-sale customer lifecycle for strategic enterprise accounts, ensuring seamless onboarding, measurable product adoption, and predictable renewals. You will serve as the trusted advisor and internal advocate for customers, driving business outcomes through Lumana’s AI-powered video security platform by aligning cross-functional teams and translating product usage into actionable insights that enhance security, safety, and operational efficiency.
- • On a day-to-day basis, you will lead post-sale customer introductions and kickoffs, create and maintain onboarding trackers covering equipment shipping, internet connectivity, SE assignment, and configuration completion, coordinate with Solutions Engineering to validate deployment milestones and time-to-first-value, monitor customer health metrics including platform usage, alert configuration, support ticket trends, and feature requests, proactively identify risks and escalate when needed, conduct Quarterly Business Reviews (QBRs) on strategic accounts, mitigate churn risks through structured engagement plans, surface expansion signals such as new site deployments and increased system utilization, partner with Account Executives on renewal and expansion strategy, and collaborate with Support and Solutions Engineering to resolve adoption gaps and ensure technical alignment.
- • Lumana is a fast-growing, remote-first AI video security company founded in 2021 and backed by tier-one Silicon Valley investors. The company has built the most intelligent video security solution on the market, delivering unmatched visibility and control to help customers enhance security, streamline operations, and respond instantly to critical events. With a culture rooted in ownership, principled thinking, and execution excellence, Lumana empowers small, dynamic teams to make outsized impact — where your contributions are visible, lasting, and real.
- • In this role, you will deepen your expertise in enterprise SaaS customer success, particularly within technical and security-focused industries. You will gain hands-on experience influencing product roadmap through customer feedback, shaping scalable success playbooks, and driving expansion in high-growth accounts. You’ll also develop executive communication skills by leading QBRs and advising stakeholders, while building a track record of driving retention, adoption, and revenue growth in a mission-driven, innovative environment.
🎯 Requirements
- • 7+ years of experience in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology
- • Background supporting technical buyers such as IT, security, engineering, or operations teams
- • Proven ability to manage high-touch enterprise accounts and drive product adoption and expansion
- • Strong cross-functional coordination skills with experience partnering with Solutions Engineering, Support, and Sales teams
- • Ability to interpret product usage data and translate it into actionable insights for customers and internal teams
- • Executive communication experience, including designing and delivering Quarterly Business Reviews (QBRs)
🏖️ Benefits
- • Competitive base salary of $115K–$130K with uncapped commission and OTE of $135K–$150K
- • Comprehensive health, dental, and vision coverage for U.S.-based employees
- • 401(k) plan with 4% employer match, equity in a fast-growing startup, and paid parental leave
- • Remote-first flexibility with a $500 home office stipend and top-tier equipment provided
- • Product influence — your customer feedback directly shapes Lumana’s roadmap and innovation
Skills & Technologies
About Lumana Inc.
Lumana Inc. empowers organizations to transform their existing camera infrastructure into intelligent AI agents, enhancing security, safety, and operational efficiency. Their enterprise platform, powered by the proprietary VIA-1 video intelligence model, offers automated monitoring, streamlined incident response, accelerated investigations, and actionable insights derived from video data. Lumana serves a diverse range of industries including education, manufacturing, government, retail, healthcare, and hospitality, with deployments across more than 50,000 cameras. This scalable solution provides best-in-class accuracy, significantly reducing false alerts and enabling teams to see, understand, and act effectively when it matters most.
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