Customer Success Manager II

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.The Customer Success Manager II owns the post-sale customer lifecycle — ensuring seamless onboarding, measurable product adoption, customer health visibility, and predictable renewals.This role serves as the strategic account quarterback, coordinating across Solutions Engineering, Support, and Sales to ensure customers achieve meaningful business outcomes with Lumana. The CSM is accountable for adoption and expansion readiness — with a primary focus on strategic accounts.LocationRemote - USACompensationCSM I (2-4 years experience)Base: $85K–$100K, Variable: 10%, OTE: $95K–$110KCSM II (4-7 years experience)Base: $100K–$115K, Variable: 20%, OTE: $115K–$130KResponsibilitiesOnboarding & ActivationLead post-sale customer introductions and kickoffCreate and maintain an onboarding tracker capturing:Equipment shipping and delivery statusInternet connectivity validationSE assignment and configuration completionCoordinate with Solutions Engineering to ensure configuration meets customer requirementsConfirm deployment milestones and validate time-to-first-valueEnsure successful onboarding sign-offAdoption & Customer HealthContinuously monitor defined customer health metrics including:Platform usage and login activityAlert configuration and use case adoptionSupport ticket trendsFeature requests and product feedbackProactively identify risks and escalate when neededPartner with SE, Support, and AE to resolve adoption gapsMaintain an active dashboard of owned accounts and statusAccount Management & Expansion ReadinessConduct Quarterly Business Reviews (QBRs) on strategic accountsMitigate churn risks through structured engagement plansSurface expansion signals including:New site deploymentsAdditional use casesIncreased system utilizationPartner with Account Executives on renewal and expansion strategyCross-Functional PartnershipSolutions Engineering: Technical implementation and advanced configurationSupport: Issue resolution and ticket trendsAccount Executives: Commercial expansion and contract ownershipThe CSM acts as the internal advocate for customer success and ensures alignment across teams.Other duties may be assigned.We don’t do cookie-cutter. If you’ve got the grit, the drive, and the track record—especially in security or AI—we want to hear from you. Even if you don’t check every box, let’s talk.QualificationsMust Have4+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technologyBackground supporting technical buyers (IT, security, engineering, operations)Strong cross-functional coordination skillsAbility to interpret product usage data and translate it into actionExecutive communication experience, including running QBRsStructured, process-driven mindset with attention to detailNice to HaveFamiliarity with APIs, integrations, or technical implementation workflowsExperience building or improving customer success playbooks or onboarding frameworksExperience in security, AI, infrastructure, or data platformsExperience with camera systems, IoT, networking, or cloud platforms✍️ Lumana Hiring PhilosophyWe 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 ProcessWe keep it focused and respectful of your time—our typical process includes:A 60-minute conversation with our Talent TeamA 60-minute interview with our Director of Customer SuccessA 45-minute interview with a Revenue LeaderA Take-Home Assignment for a Mock Customer Training CallA 45-minute Panel Presentation with our team ✨ What We Offer - We believe great talent deserves great support. Here’s how we invest in you:Competitive Pay: Strong base salary + uncapped commissionEquity & Upside: Own a piece of what you're buildingTools that Work for You: We arm our team with top-tier tech and modern sales tools—so you can focus on closing, not adminRemote-First Flexibility: Work from where you're most effective, with teammates around the globeProduct Influence: Your voice matters—sales feedback directly shapes our roadmapFor U.S.-Based EmployeesHealth & Wellness: Comprehensive medical, dental, and vision coverageTime Off: 15 days PTO, paid holidays, and sick leaveFinancial: 401(k) with employer 4% match, equity in a fast-growing startupRemote-Friendly: Flexible hybrid/remote work arrangements depending on roleParental Leave: Paid parental leave for new parentsWork Setup: Home $500 office stipend and top-tier equipment providedLumana is an equal opportunity employer‍We are committed to providing equal employment opportunities to all individuals regardless of race, color, ethnicity, religion, sex, gender identity, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis protected by law.Recruitment Fraud Alert: All Lumana hiring communications come from @lumana.ai — we never ask for payment or personal banking info.Recruiters & Agencies: Lumana does not accept unsolicited resumes from agencies without a signed agreement and will not pay related fees.

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