Senior Customer Success Manager

Role Overview

The Senior Customer Success Manager will help build the U.S. enterprise Customer Success function from the ground up, establishing processes, operating rhythms, and customer programs to create a scalable post-sale motion.

What You Will Do

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.

Why It Might Be a Fit

Success in this role means building the CS foundation for Lumana’s U.S. enterprise business and delivering exceptional outcomes for a portfolio of strategic accounts.

Requirements

• 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

Benefits

• Competitive Pay
• Equity & Upside
• Tools that Work for You
• Remote-First Flexibility
• Product Influence
• Health & Wellness
• Time Off
• Financial
• Remote-Friendly
• Parental Leave
• Work Setup