Senior Customer Success Manager

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.