Customer Success Manager

• Manage existing customer relationships, ensuring their success and satisfaction with Luma's products.
• Provide valuable input from customer experiences, acting as the voice of the customer to internal teams.
• Help define and refine foundational customer success processes.
• Drive robust feedback loops between customers and our product/engineering teams to inform future development.
• Identify patterns in customer issues and proactively assist in developing solutions and best practices.
• Execute the initial customer journey and engagement models for a rapidly evolving frontier technology.

• 3-5 years of professional experience in Customer Success, Account Management, or a related client-facing function, with a proven track record of driving results.
• A "doer" who thrives in a fast-paced, dynamic environment and is motivated to manage customer relationships hands-on.
• Highly independent and motivated, capable of operating with significant autonomy.
• Demonstrated ability to manage existing business effectively while simultaneously providing valuable input that helps shape organizational processes.
• Exceptional ability to translate customer feedback into actionable insights for product and engineering teams.
• Comfortable navigating organizational ambiguity and adapting to evolving team structures as the company scales.

• Background working at product-led & creative startups (e.g., Figma, Notion, Linear, Canva).
• Experience in frontier tech or generative AI companies where the product evolves rapidly (e.g., Runway, Pika, Replit, Cursor, Perplexity).
• Experience in high-growth, high-chaos environments such as media, advertising, or creative agencies (e.g., TikTok, AdTech).

Compensation

About Luma