> Markdown version of [/jobs/ext/2722498-csm](https://www.wearedevelopers.com/jobs/ext/2722498-csm). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # CSM - **Company:** Lumana Inc. - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $115,000.0 - $130,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, Issue Tracking Systems, Internetworking, Systems Integration, Data Management - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/founding-senior-customer-success-manager-lumana-9609722 ## About the Role Must Have * 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 Nice to Have * 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 ## Description The founding Senior Customer Success Manager (CSM) will be Lumana's first Customer Success hire in the U.S. and will build the U.S. enterprise Customer Success function from the ground up. This is a hands-on builder role responsible for establishing the processes, operating rhythms, and customer programs that create a scalable post-sale motion while directly managing strategic enterprise accounts. 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. As the primary account quarterback, this role partners closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure enterprise customers achieve measurable business outcomes with Lumana. Success in this role means both building the CS foundation for Lumana's U.S. enterprise business and delivering exceptional outcomes for a portfolio of strategic accounts. The ideal candidate is equally comfortable designing the playbook and being in the trenches with customers to execute it., Onboarding & Activation * Lead post-sale customer introductions and kickoffs * Create and maintain an onboarding tracker capturing: * Equipment shipping and delivery status * Internet connectivity validation * SE assignment and configuration completion * Coordinate with Solutions Engineering to ensure configuration meets customer requirements * Confirm deployment milestones and validate time-to-first-value * Ensure successful onboarding sign-off Adoption & Customer Health * Continuously monitor defined customer health metrics including: * Platform usage and login activity * Alert configuration and use case adoption * Support ticket trends * Feature requests and product feedback * Proactively identify risks and escalate when needed * Partner with SE, Support, and AE to resolve adoption gaps * Maintain an active dashboard of owned accounts and status Account Management & Expansion Readiness * Conduct Quarterly Business Reviews (QBRs) on strategic accounts * Mitigate churn risks through structured engagement plans * Surface expansion signals including: * New site deployments * Additional use cases * Increased system utilization * Partner with Account Executives on renewal and expansion strategy Cross-Functional Partnership * Solutions Engineering: Technical implementation and advanced configuration * Support: Issue resolution and ticket trends * Account Executives: Commercial expansion and contract ownership * The CSM acts as the internal advocate for customer success and ensures alignment across teams. Other duties may be assigned., * We 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 Process We keep it focused and respectful of your time-our typical process includes ## Related Videos - [AI Agents & Agentic AI](https://www.wearedevelopers.com/videos/2017-ai-agents-agentic-ai) - [It's all about the Data](https://www.wearedevelopers.com/videos/425-it-s-all-about-the-data) - [Why make use of an integration platform in today's software developments and infrastructure?](https://www.wearedevelopers.com/videos/758-why-make-use-of-an-integration-platform-in-today-s-software-developments-and-infrastructure) - [Physical AI: The Era of Intelligent Machines](https://www.wearedevelopers.com/videos/100141-physical-ai-the-era-of-intelligent-machines) - [The Data Mesh as the end of the Datalake as we know it](https://www.wearedevelopers.com/videos/156-the-data-mesh-as-the-end-of-the-datalake-as-we-know-it) - [ Your Code Is the Sales Team Now](https://www.wearedevelopers.com/videos/100327-your-code-is-the-sales-team-now) ## Related Articles - [Events like RSAC Get You CISOs. Developers Decide What Actually Gets Deployed.](https://www.wearedevelopers.com/magazine/693-events-like-rsac-get-you-cisos-developers-decide-what-actually-gets-deployed) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence)