Customer Success Manager
Manages customer relationships for Luma's creative AI platform, drives feedback to product/engineering teams, and builds foundational CS processes in a high-growth environment. Requires 3-5 years in CS/account management with autonomy and insight translation skills.
What You'll Do
- Manage existing customer relationships, ensuring their success and satisfaction with Luma's products.
- Provide valuable input from customer experiences, acting as the voice of the customer to internal teams.
- Help define and refine foundational customer success processes.
- Drive robust feedback loops between customers and our product/engineering teams to inform future development.
- Identify patterns in customer issues and proactively assist in developing solutions and best practices.
- Execute the initial customer journey and engagement models for a rapidly evolving frontier technology.
Who You Are
- 3-5 years of professional experience in Customer Success, Account Management, or a related client-facing function, with a proven track record of driving results.
- A "doer" who thrives in a fast-paced, dynamic environment and is motivated to manage customer relationships hands-on.
- Highly independent and motivated, capable of operating with significant autonomy.
- Demonstrated ability to manage existing business effectively while simultaneously providing valuable input that helps shape organizational processes.
- Exceptional ability to translate customer feedback into actionable insights for product and engineering teams.
- Comfortable navigating organizational ambiguity and adapting to evolving team structures as the company scales.
What Sets You Apart (Bonus Points)
- Background working at product-led & creative startups (e.g., Figma, Notion, Linear, Canva).
- Experience in frontier tech or generative AI companies where the product evolves rapidly (e.g., Runway, Pika, Replit, Cursor, Perplexity).
- Experience in high-growth, high-chaos environments such as media, advertising, or creative agencies (e.g., TikTok, AdTech).
Compensation
The base pay range for this role is $110 – $135,000 per year.
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