Founding Senior Customer Success Manager

About this role

Lumana is on a mission to empower organizations by unlocking the value of their visual data — not just record the world, but to actually understand it and extract meaningful insights. Our AI video security platform delivers unmatched visibility and control, helping customers enhance security and safety, streamline operations, and respond instantly when it matters most.

Founded in 2021, we are backed by tier-one Silicon Valley investors with deep team expertise in AI, computer vision, and machine learning. We are one of the fastest-growing video security companies and recently raised the largest Series A within our industry. We’ve built the most intelligent video security solution on the market — one that sees what matters, acts fast, and prevents what used to be inevitable.

At Lumana, teams are small, dynamic, and trusted to lead. We think big, move fast, and execute like owners — because we are. Your impact here won’t be filtered. It will be visible, lasting, and real.

Role Description

The founding Senior Customer Success Manager (CSM) will be Lumana’s first Customer Success hire in the U.S. and will build the U.S. enterprise Customer Success function from the ground up. This is a hands-on builder role responsible for establishing the 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. As the primary account quarterback, this role partners closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure enterprise customers achieve measurable business outcomes with Lumana.

Success in this role means both building the CS foundation for Lumana’s U.S. enterprise business and delivering exceptional outcomes for a portfolio of strategic accounts. The ideal candidate is equally comfortable designing the playbook and being in the trenches with customers to execute it.

Location

Remote - USA

Compensation

Senior CSM (7–10 years experience) Base: $115K–$130K, Variable: $20k, OTE: $135K–$150K

Responsibilities

Onboarding & Activation

- Lead post-sale customer introductions and kickoffs

- Create and maintain an onboarding tracker capturing:

- Equipment shipping and delivery status

- Internet connectivity validation

- SE assignment and configuration completion

- Coordinate with Solutions Engineering to ensure configuration meets customer requirements

- Confirm deployment milestones and validate time-to-first-value

- Ensure successful onboarding sign-off

Adoption & Customer Health

- Continuously monitor defined customer health metrics including:

- Platform usage and login activity

- Alert configuration and use case adoption

- Support ticket trends

- Feature requests and product feedback

- Proactively identify risks and escalate when needed

- Partner with SE, Support, and AE to resolve adoption gaps

- Maintain an active dashboard of owned accounts and status

Account Management & Expansion Readiness

- Conduct Quarterly Business Reviews (QBRs) on strategic accounts

- Mitigate churn risks through structured engagement plans

- Surface expansion signals including:

- New site deployments

- Additional use cases

- Increased system utilization

- Partner with Account Executives on renewal and expansion strategy

Cross-Functional Partnership

- Solutions Engineering: Technical implementation and advanced configuration

- Support: Issue resolution and ticket trends

- Account Executives: Commercial expansion and contract ownership

- The CSM acts as the internal advocate for customer success and ensures 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

- Experience in security, AI, infrastructure, or data platforms

- Experience with camera systems, IoT, networking, or cloud platforms

✍️ Our Hiring Philosophy

- We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.

- We aim to provide both product & industry expertise whenever we interact with prospects and customers.

- We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

- We value a strong sense of ownership, principled thinking over experience, and thoughtful communication.

Our Interview Process

We keep it focused and respectful of your time—our typical process includes:

A 45-minute conversation with our Talent Team

A 50-minute interview with our VP of Operations

A 30-minute interview with a Revenue Leader

A 30-minute interview with a Solutions Engineering Leader

A 30-minute interview with the HR Leader

A 30-minute interview with our CEO

✨ What We Offer - We believe great talent deserves great support. Here’s how we invest in you:

- Competitive Pay: Strong base salary + uncapped commission

- Equity & Upside: Own a piece of what you're building

- Too

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