Senior Customer Success Manager
New
L
LumanaAI video security
Remote - Eastern Time Zone; Hybrid - NY or NJ, Eastern Time ZoneFull-TimeSenior
SalaryBase: $115K–$130K, Variable: $20k, OTE: $135K–$150K; $10K – $20K Commission; Offers Equity
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Job Details
- Experience
- 7+ years in technical Customer Success, Account Management, or similar post-sale roles; Senior CSM (7–10 years experience)
- Required Skills
- RESTful APIsCustomer SuccessSaaSAccount Management
Requirements
- Have 7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology.
- Have experience as a founding Customer Success hire in an early-stage startup.
- Have experience supporting technical buyers in IT, security, engineering, or operations.
- Have experience managing high-touch enterprise accounts.
- Be able to interpret product usage data and translate it into action.
- Have executive communication experience, including running QBRs.
- Bring strong cross-functional coordination skills and a structured, process-driven approach with attention to detail.
- Familiarity with APIs, integrations, or technical implementation workflows is a plus.
- Experience building or improving Customer Success playbooks or onboarding frameworks is a plus.
- Experience in security, AI, infrastructure, or data platforms is a plus.
- Experience with camera systems, IoT, networking, or cloud platforms is a plus.
Responsibilities
- Lead post-sale customer introductions and kickoffs.
- Create and maintain an onboarding tracker for equipment delivery, connectivity validation, Solutions Engineering assignment, and configuration completion.
- Coordinate with Solutions Engineering to ensure configurations meet customer requirements.
- Confirm deployment milestones, validate time-to-first-value, and secure onboarding sign-off.
- Monitor customer health metrics, including platform usage, alert configuration, use case adoption, support tickets, and feature feedback.
- Identify customer risks and partner with Solutions Engineering, Support, and Account Executives to address adoption gaps.
- Maintain an active dashboard of owned accounts and their status.
- Conduct Quarterly Business Reviews for strategic accounts and mitigate churn risks through structured engagement plans.
- Identify expansion signals and partner with Account Executives on renewal and expansion strategy.
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