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Senior Customer Success Manager

Luma AI

London, England, United KingdomJobNo compensation foundPosted 3w agoVerified open 3 days ago
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At a glance

Compensation
No compensation found
Location
London, England, United Kingdom
Work Authorization
Not specified

Job overview

Luma AI is hiring a Senior Customer Success Manager. The Senior Customer Success Manager will manage a portfolio of Luma's high-value enterprise accounts, focusing on increasing platform usage and organizational adoption. This role combines commercial ownership, product usage, and customer strategy, contributing to the early development of Luma's post-sales organization in EMEA. The ideal candidate is commercially minded, proficient with usage data, and comfortable in dynamic, ambiguous environments.

Key focus areas include Own a portfolio of strategic enterprise accounts, responsible for expansion and long-term growth, Find and execute opportunities to grow usage across teams, geographies, and use cases, and Build multi-threaded relationships across technical, operational, and executive stakeholders.

Successful candidates bring 5-10+ Years Strategic Account Management Experience, 5-10+ Years Enterprise Sales Experience, and 5-10+ Years Commercial Customer Success In SaaS Experience. Important skills include Commercial Ownership, Product Usage, Customer Strategy, Usage Data Fluency, Fast-Moving Environments, and Ambiguous Environments. Preferred (not required): Usage-Based Products, API-Driven Products, Artificial Intelligence, and Data Platforms.

Skills & qualifications

RequiredNice to have

Skills

Commercial OwnershipProduct UsageCustomer StrategyUsage Data FluencyFast-Moving EnvironmentsAmbiguous EnvironmentsExpansion and Long-Term GrowthBuilding Multi-Threaded RelationshipsInterpreting Usage DataProactive Growth StrategiesPartnering With Product and EngineeringAccount PlanningExpansion StrategyCommercial ConversationsContributing to RenewalsCommercial MindsetWorking With DataDashboardsUsage MetricsNavigating StakeholdersInfluencing StakeholdersProactive OwnershipUsage-Based ProductsAPI-Driven ProductsArtificial IntelligenceData PlatformsDeveloper ToolsCreative TechnologyWorking With Technical StakeholdersScaling Accounts in High-Growth StartupsGerman

Qualifications

5-10+ Years Strategic Account Management Experience5-10+ Years Enterprise Sales Experience5-10+ Years Commercial Customer Success in SaaS ExperienceTrack Record of Driving Expansion and Growth in Large, Complex Accounts

Full job description

You'll own a portfolio of Luma's high-value enterprise accounts and be responsible for growing how much they use the platform and how far it spreads inside their organizations. The role blends commercial ownership, product usage, and customer strategy.

Luma's post-sales organisation is early, so you'll help set how account growth is driven across EMEA rather than inheriting a mature motion. It fits someone commercial who's fluent with usage data and comfortable in fast-moving, ambiguous environments. If you want a defined playbook and steady accounts to maintain, this isn't that.

What You'll Own

  • Own a portfolio of strategic enterprise accounts, responsible for expansion and long-term growth.

  • Find and execute opportunities to grow usage across teams, geographies, and use cases.

  • Build multi-threaded relationships across technical, operational, and executive stakeholders.

  • Own and interpret usage data, spotting trends, spikes, and drop-offs across accounts.

  • Turn usage insight into proactive growth strategies.

  • Partner with product and engineering to unlock new use cases and clear adoption blockers.

  • Lead account planning, expansion strategy, and commercial conversations, and contribute to renewals.

First 90 Days

One way the first 90 could unfold.

  • Days 1–30 — Immerse & Diagnose: Learn your accounts, their usage patterns, and where adoption is stuck.

  • Days 30–60 — Ship & Validate: Land an expansion or new-use-case win in a priority account, driven by usage data.

  • Days 60–90 — Scale & Systemize: Turn the approach into a repeatable account-growth motion for EMEA.

What You Bring

  • 5–10+ years in Strategic Account Management, Enterprise Sales, or commercial Customer Success in SaaS, AI, or enterprise tech.

  • A track record of driving expansion and growth in large, complex accounts.

  • Strong commercial mindset and comfort working with data, dashboards, and usage metrics.

  • Ability to navigate and influence stakeholders across large organisations.

  • Proactive ownership and comfort in fast-moving, ambiguous environments.

Nice to Have

  • Experience with usage-based or API-driven products.

  • Background in AI, data platforms, developer tools, or creative technology.

  • Experience working with technical stakeholders such as engineering or product teams.

  • Experience scaling accounts in high-growth startups.

Note: this body covers the three Customer Success roles — EMEA (London), EMEA German-speaking (London), and Germany (Munich). The two German roles add: native or fluent German required.

About Luma: Luma's mission is to build unified general intelligence that can generate, understand, and operate in the physical world. We believe multimodality is critical for intelligence — the next step beyond language models comes from vision. Luma is an equal opportunity employer.

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