Job description
Lumina Cloud, a fast-growing SaaS company trusted by leading enterprises, is seeking a results-driven Senior Customer Success Manager to join our expanding team in San Francisco. You will empower customers to achieve their goals with our data-driven platform, ensuring long-term retention and expansion.
In this role you will partner with sales, product, and support to deliver proactive success strategies, unlock product value, and reduce churn. If you thrive in a customer-centric, metrics-driven environment and have a passion for helping customers succeed, this is the perfect next step.
Responsibility
- Own the post-sales lifecycle for a portfolio of strategic customers, ensuring successful onboarding, adoption, and expansion
- Develop and execute customer success plans aligned to customer goals and ROI
- Monitor health signals, usage metrics, and renewal risk; drive timely remediation
- Lead quarterly business reviews with executives and stakeholders
- Collaborate with sales to identify expansion opportunities and coordinate value-based upsell
- Serve as trusted advisor, provide product guidance, best practices, and training
- Advocate for customers by conveying feedback to product and engineering to influence roadmap
- Partner with support to manage escalations and ensure exceptional service delivery
Qualification
- Bachelor’s degree or equivalent experience; 5+ years in customer success or account management in SaaS
- Proven track record of reducing churn and driving expansion in B2B SaaS
- Strong communication, presentation, and relationship-building skills with executive-level stakeholders
- Experience with CRM and CS platforms (e.g., Salesforce, Gainsight, Zendesk)
- Data-driven mindset with proficiency in BI tools and SQL knowledge a plus
- Ability to travel up to 15% as needed
- Customer-first attitude, collaborative spirit, and a growth mindset
- Experience with onboarding programs and customer lifecycle programs