Job description
Join LuminaCloud Technologies as a Senior Customer Success Manager and help world-class customers maximize value from our cloud-native SaaS platform. Based in Austin, TX (remote-friendly), you will partner with Sales, Product, and Support to deliver measurable outcomes and ensure high customer satisfaction from day one.
In this pivotal role, you will own the customer journey post-sale, define success plans, track adoption, and drive renewals and expansion. You will be a trusted advisor to executives and a champion for the voice of the customer inside the company.
Responsibility
- Own the strategic success plan and health metrics for a portfolio of enterprise accounts.
- Drive onboarding and product adoption to achieve defined value metrics and time-to-value.
- Proactively monitor customer health signals, identify risk, and implement remediation plans.
- Lead quarterly business reviews with executive sponsors and drive expansion opportunities.
- Collaborate with Sales, Product, and Support to resolve blockers and accelerate value realization.
- Advocate for customers, influence product roadmap, and communicate customer feedback to leadership.
- Mentor junior CSMs and contribute to scalable CS processes and playbooks.
Qualification
- Bachelor’s degree in business, CS, or related field; MBA preferred.
- 5+ years in Customer Success, Account Management, or related field in SaaS/Technology.
- Proven track record of improving adoption, retention, and net revenue retention (NRR).
- Strong communication, executive presence, and cross-functional collaboration skills.
- Experience with CS tools (Gainsight, Totango, ChurnZero) and data-driven decision making (Excel/SQL).
- Ability to travel occasionally or work in a remote-friendly setting as per policy.
- Customer-centric mindset with a problem-solving orientation and strong ownership.