Senior Customer Success Manager

• Own a portfolio of Luma's enterprise accounts, driving adoption, retention, and expansion with minimal oversight.
• Build and maintain executive-level relationships within your accounts — operating as a strategic advisor, not just a point of contact.
• Run the full enterprise CS motion: structured onboarding, success planning, executive business reviews, renewal management, and expansion identification.
• Lead scoped customer success initiatives end-to-end — executive business review programs, customer health frameworks, onboarding journeys for new customer segments, technical enablement programs.
• Informally mentor and coach CSMs through account reviews, customer escalations, and day-to-day craft — modeling what great looks like without formal management accountability.
• Serve as a senior voice of the customer to Product, Engineering, Research, and GTM leadership — synthesizing patterns across accounts into clear, prioritized input that influences roadmap and strategy.
• Diagnose and resolve complex, ambiguous customer problems where no established playbook exists — and codify the resulting solutions into repeatable practices for the team.
• Define and refine core CS processes — account segmentation, success planning, QBRs, renewals, escalation paths — as the function scales.
• Partner cross-functionally with Sales, FDC, Solutions, Product, and Engineering to integrate CS work into Luma's broader GTM motion.
• Run point on high-stakes customer escalations and executive-level relationships, including technical deep dives and strategic alignment conversations.

• 5–8 years of relevant experience in Customer Success, Account Management, Strategic Accounts, or a closely related client-facing function, with a track record of owning complex, high-value customer relationships.
• A senior IC who has demonstrably led scoped projects or workstreams with minimal oversight and meaningful cross-functional impact.
• Capable of informally mentoring and upleveling junior teammates — through coaching, reviewing their work, modeling craft, and pulling them through hard situations.
• Strong systems thinker: can spot patterns across accounts, design processes that scale, and integrate CS work into the broader product and GTM architecture.
• Hands-on operator at heart — still motivated to roll up your sleeves and run the work, not just direct it.
• Exceptional communicator who can navigate executive conversations, hold the room with technical partners, and translate customer feedback into clear, actionable input for Product and Engineering.
• Comfortable operating with high autonomy in an ambiguous, fast-evolving environment.
• Strong sense of ownership and judgment — you make the call when the playbook does not exist, and you escalate cleanly when it should.

• Experience scaling a Customer Success function at a high-growth startup, particularly through the 0–1 to 1–10 transition.
• Background at product-led or creative startups — Figma, Notion, Linear, Canva, or similar.
• Experience at frontier tech or generative AI companies where the product evolves rapidly — Runway, Pika, Replit, Cursor, Perplexity, or similar.
• Experience in high-growth, high-chaos environments such as media, advertising, or creative agencies.
• Technical fluency that enables credible conversations with Product and Engineering on API integrations, model behavior, or developer workflows.

Compensation

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