Founding Senior Customer Success Manager

Job not on LinkedIn

🕒 March 5

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $115k - $130k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 45%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lumana

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🏥 Healthcare

🏭 Manufacturing

🏨 Hospitality

Healthcare • Manufacturing • Hospitality

Lumana is an AI video security company that delivers an end-to-end platform combining AI-powered video management software and NDAA-compliant cameras to automate monitoring, generate real-time alerts, accelerate incident response, and surface operational insights from video. Its products include a cloud-based VMS+, on-prem CORE hardware with industrial SSD storage and cloud backup, modern security cameras, and AI features such as threat detection, license plate recognition, AI-powered search, and customizable dashboards for enterprises across education, government, retail, healthcare, manufacturing, and hospitality.

📋 Description

• Build the U.S. enterprise Customer Success function from the ground up • Establish processes, operating rhythms, and customer programs for a scalable post-sale motion • Directly manage strategic enterprise accounts • Own the full post-sale customer lifecycle from technical onboarding and product adoption through customer health, value realization, expansion readiness, and predictable renewals • Lead post-sale customer introductions and kickoffs • Create and maintain onboarding trackers covering equipment shipping, internet connectivity, SE assignment, and configuration completion • Coordinate with Solutions Engineering to ensure configurations meet customer requirements • Confirm deployment milestones, validate time-to-first-value, and ensure onboarding sign-off • Monitor platform usage, login activity, alert configuration, use-case adoption, support trends, feature requests, and product feedback • Identify risks, escalate when needed, and resolve adoption gaps with SE, Support, and AE • Maintain an active dashboard of owned accounts and status • Conduct Quarterly Business Reviews on strategic accounts • Mitigate churn risks through structured engagement plans • Surface expansion signals such as new site deployments, additional use cases, and increased system utilization • Partner with Account Executives on renewal and expansion strategy • Act as the internal advocate for customer success and align cross-functional teams

🎯 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 • Familiarity with APIs, integrations, or technical implementation workflows • Experience building or improving customer success playbooks or onboarding frameworks • Experience in security, AI, infrastructure, or data platforms • Experience with camera systems, IoT, networking, or cloud platforms

🏖️ Benefits

• Competitive Pay: Strong base salary + uncapped commission • Equity & Upside: Own a piece of what you're building • Tools that Work for You: Top-tier tech and modern sales tools • Remote-First Flexibility: Work from where you're most effective • Product Influence: Sales feedback directly shapes the roadmap • Comprehensive medical, dental, and vision coverage • 15 days PTO, paid holidays, and sick leave • 401(k) with employer 4% match • Equity in a fast-growing startup • Paid parental leave • $500 home office stipend • Top-tier equipment provided