Senior Customer Success Manager

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.