Lumana

• Deliver technical training and onboarding programs for partner sales engineers and technical teams. • Develop scalable enablement materials, certifications, playbooks, and demo environments. • Conduct virtual and in-person workshops, lunch-and-learns, and technical training sessions. • Improve partner technical competency and confidence in positioning Lumana solutions. • Build trusted relationships with partner engineers, architects, and technical decision-makers. • Serve as the primary technical advisor for assigned channel partners. • Coach partner teams on delivering customer-facing technical presentations. • Provide market feedback, competitive intelligence, and product insights gathered through partner interactions. • Help shape Lumana's long-term partner enablement strategy and channel engineering framework.

• Own the post-sale customer lifecycle — ensuring seamless onboarding, measurable product adoption, customer health visibility, and predictable renewals. • Serve as the strategic account quarterback, coordinating across Solutions Engineering, Support, and Sales to ensure customers achieve meaningful business outcomes. • Monitor defined customer health metrics including platform usage and login activity. • Conduct Quarterly Business Reviews (QBRs) on strategic accounts. • Mitigate churn risks through structured engagement plans and surface expansion signals.

• Architect, operationalize, and continuously optimize programs elevating seller readiness • Build Sales Enablement roadmap aligned to revenue targets, territory expansion, and product release cycles • Partner with Sales Leadership to define competency frameworks, certification paths, and role-based enablement plans • Translate competitive intelligence and product updates into actionable frontline enablement • Design scalable onboarding for AEs, SDRs, Channel, and SE partners • Reduce ramp time through structured learning paths, assessments, and field application checkpoints • Deploy call coaching frameworks, objection-handling models, and talk-track reinforcement • Develop playbooks, pitch narratives, demo flows, templates, outbound sequences, and buyer-journey aligned assets • Establish KPIs tied to revenue outcomes (win rates, deal velocity, quota attainment, pipeline conversion)

• Lead post-sale customer introductions and kickoff • Create and maintain an onboarding tracker capturing: equipment shipping and delivery status, internet connectivity validation, SE assignment and configuration completion • Coordinate with Solutions Engineering to ensure configuration meets customer requirements • Confirm deployment milestones and validate time-to-first-value • Ensure successful onboarding sign-off • Continuously monitor defined customer health metrics including: platform usage and login activity, alert configuration and use case adoption, support ticket trends, feature requests and product feedback • Proactively identify risks and escalate when needed • Partner with SE, Support, and AE to resolve adoption gaps • Maintain an active dashboard of owned accounts and status • Conduct Quarterly Business Reviews (QBRs) on strategic accounts • Mitigate churn risks through structured engagement plans • Surface expansion signals including new site deployments, additional use cases, increased system utilization • Partner with Account Executives on renewal and expansion strategy • Solutions Engineering: Technical implementation and advanced configuration • Support: Issue resolution and ticket trends • Account Executives: Commercial expansion and contract ownership

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Senior Customer Success Manager (CSM) owns the post-sale customer lifecycle — ensuring seamless onboarding, measurable product adoption, customer health visibility, and predictable renewals. - Lead post-sale customer introductions and kickoff - Create and maintain an onboarding tracker capturing: - Equipment shipping and delivery status - Internet connectivity validation - SE assignment and configuration completion - Coordinate with Solutions Engineering to ensure configuration meets customer requirements - Confirm deployment milestones and validate time-to-first-value - Ensure successful onboarding sign-off - Continuously monitor defined customer health metrics including: - Platform usage and login activity - Alert configuration and use case adoption - Support ticket trends - Feature requests and product feedback - Proactively identify risks and escalate when needed - Partner with SE, Support, and AE to resolve adoption gaps - Maintain an active dashboard of owned accounts and status - Conduct Quarterly Business Reviews (QBRs) on strategic accounts - Mitigate churn risks through structured engagement plans - Surface expansion signals including: - New site deployments - Additional use cases - Increased system utilization - Partner with Account Executives on renewal and expansion strategy - Act as the internal advocate for customer success and ensure alignment across teams Qualifications - 7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology - Experience in security, AI, infrastructure, or data platforms - Background supporting technical buyers (IT, security, engineering, operations) - Experience with camera systems, IoT, networking, or cloud platforms - Experience managing high-touch enterprise accounts - Strong cross-functional coordination skills - Ability to interpret product usage data and translate it into action - Executive communication experience, including running QBRs - Structured, process-driven mindset with attention to detail Requirements - Familiarity with APIs, integrations, or technical implementation workflows - Experience building or improving customer success playbooks or onboarding frameworks Benefits - Competitive Pay: Strong base salary + uncapped commission - Equity & Upside: Own a piece of what you're building - Tools that Work for You: Top-tier tech and modern sales tools provided - Remote-First Flexibility: Work from where you're most effective - Health & Wellness: Comprehensive medical, dental, and vision coverage - Time Off: 15 days PTO, paid holidays, and sick leave - Financial: 401(k) with employer 4% match, equity in a fast-growing startup - Remote-Friendly: Flexible hybrid/remote work arrangements depending on role - Parental Leave: Paid parental leave for new parents - Work Setup: Home $500 office stipend and top-tier equipment provided

• Design, build, and maintain internal tools, automations, and integrations that power GTM workflows • Own data pipelines across CRM, marketing automation, product usage, and analytics tools • Improve reliability, performance, and scalability of GTM-critical systems • Debug and resolve complex issues across APIs, data syncs, and third-party integrations • Write clean, maintainable code with strong documentation and testing practices • Partner with RevOps, Sales Ops, Marketing Ops, and Product to translate GTM needs into technical solutions • Build automation that removes manual work from sales and marketing teams • Create dashboards, alerts, and data models that support forecasting, attribution, and performance analysis • Evaluate new tools and platforms from a technical and architectural lens • Act as the technical owner for GTM systems and integrations • Influence system design decisions with a long-term scalability mindset • Balance speed and quality in a fast-moving environment

• Own Positioning & Messaging • Develop and evolve clear, differentiated positioning and messaging frameworks that articulate Lumana’s value across customer segments, industries, and personas. • Ensure consistent, credible messaging across all customer-facing touchpoints. • Lead Product & Feature Launches • Partner closely with Product and Engineering to plan and execute launches that drive awareness, engagement, and adoption. • Translate roadmap initiatives into market-ready narratives and launch plans. • Enable Sales & Channel Partners • Build high-impact enablement assets including battlecards, one-pagers, pitch decks, competitive insights, and talk tracks. • Equip sellers to move faster, handle objections confidently, and improve conversion throughout the funnel. • Shape Content & Storytelling • Develop customer-facing assets such as website messaging, case studies, videos, blogs, and product narratives that support the full buyer journey. • Position Lumana as a credible thought leader in AI-driven video intelligence and security. • Market & Competitive Intelligence • Conduct ongoing research on competitors, market trends, and customer needs. • Use insights to inform messaging, positioning, and strategic decisions. • Drive GTM Alignment • Collaborate with Marketing, Sales, Product, and Customer Success to ensure tight go-to-market alignment across campaigns, launches, and initiatives. • Serve as a connective layer that brings clarity and focus to GTM execution. • Be the Voice of the Customer • Leverage customer feedback, usage data, and field insights to refine messaging and strengthen product-market fit. • Advocate for customer needs internally to influence positioning and roadmap priorities.

• Lead complex, full-stack troubleshooting across the Lumana platform, spanning networking, hardware, software, and electrical components • Act as a senior technical advisor to enterprise customers, providing best-practice guidance on architecture, deployment, and configuration • Own high-impact customer issues end-to-end, driving resolution, root-cause analysis, and long-term prevention • Partner closely with Sales, Engineering, and Product on pre- and post-sales technical engagements and escalations • Influence product quality by testing new releases, identifying systemic issues, and providing actionable feedback to Engineering • Communicate complex technical concepts clearly to customers and internal stakeholders, both verbally and in writing • Author and maintain high-quality technical documentation, knowledge base articles, and internal runbooks • Help design and implement scalable tools, processes, and workflows that elevate support maturity as the company grows • Stay ahead of industry trends and emerging technologies within cloud-managed IoT, networking, and security

• Build, lead, and scale a global team of high-impact Solutions Engineers with a strong culture of accountability, curiosity, and continuous learning • Define clear career paths, performance metrics, and development plans for SEs at every stage • Inspire a self-learning culture where engineers proactively share knowledge—written and verbal—across the organization • Establish onboarding, certification, and enablement programs that accelerate time-to-impact • Own technical discovery, solution design, demos, and onboarding across enterprise customers • Translate customer needs into clear, actionable technical requirements for Product and Engineering teams • Ensure solutions align tightly to customer outcomes, value realization, and long-term success • Deliver compelling technical narratives tailored to industry-specific use cases and buyer personas • Partner with Sales, Product, Marketing, and Customer Success to define and execute GTM strategy • Build repeatable demo frameworks, partner enablement programs, and best-in-class technical assets • Drive technical strategy aligned to revenue goals, pipeline conversion, and customer satisfaction metrics • And other duties assigned.

• Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations. • Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence. • Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments. • Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components. • Configure and manage networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity. • Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads. • Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability. • Coordinate testing and validation of new hardware and software in production-like, real-world environments. • Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows. • Create and maintain technical documentation, investigation logs, and internal knowledge resources to support scalability and operational excellence.