The Customer Success Lead will onboard and support customers in adopting Luma's AI platform, enhancing their workflows, and acting as a liaison between customers and product teams.
About Luma
About Luma
Luma's mission is to build multimodal AI to expand human imagination and capabilities.
We believe that multimodality is critical for intelligence. To go beyond language models and build more aware, capable and useful systems, the next step function change will come from vision. So we are working on training and scaling up multimodal foundation models for systems that can see and understand, show and explain, and eventually interact with our world to effect change.
Where You Come In
As Luma’s platform adoption accelerates across enterprises and the creative network, we are investing in building a world-class post-sales organisation.
As Senior Customer Success Manager – EMEA, you will own a portfolio of high-value enterprise customers and be responsible for driving sustained growth in platform usage and expansion across accounts.
This role sits at the intersection of commercial ownership, product usage, and customer strategy. You will work closely with customers to expand adoption across teams and use cases, using data and insight to drive meaningful growth.
What You'll Do
This is an opportunity to define how account growth is driven at Luma as we scale across EMEA. You will:
Own a portfolio of strategic accounts, with responsibility for expansion and long-term account growth.
Identify and execute opportunities to increase usage across teams, geographies and use cases.
Build strong, multi-threaded relationships across technical, operational and executive stakeholders.
Own and interpret usage data, identifying trends, spikes and drop-offs across accounts.
Translate usage insights into clear, proactive growth strategies.
Partner with product and engineering teams to unlock new use cases and remove adoption blockers.
Lead account planning, expansion strategy and commercial conversations within your accounts.
Contribute to renewals and long-term account strategy, ensuring accounts continue to grow over time.
Who You Are
5–10+ years experience in Strategic Account Management, Enterprise Sales, or commercial Customer Success within SaaS, AI or enterprise technology.
Proven track record of driving expansion and growth within large, complex accounts.
Strong commercial mindset, with the ability to identify and execute revenue opportunities.
Comfortable working with data, dashboards and usage metrics to inform decision-making.
Able to navigate and influence multiple stakeholders across large organisations.
Highly proactive, with a bias towards action and ownership of outcomes.
Comfortable operating in fast-moving, ambiguous environments.
What Sets You Apart (Bonus Points)
Experience working 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 startup environments.
About Luma
Luma’s mission is to build unified general intelligence that can generate, understand, and operate in the physical world.
We believe that multimodality is critical for intelligence. To go beyond language models and build more aware, capable and useful systems, the next step function change will come from vision. So, we are working on training and scaling up multimodal foundation models for systems that can see and understand, show and explain, and eventually interact with our world to effect change.
Similar Jobs
Artificial Intelligence • Big Data • Cloud • Security • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Manage a portfolio of strategic EMEA customers to drive adoption, retention, and measurable business outcomes. Build executive relationships, create success plans, run Executive Value Reviews, monitor customer health using Gainsight, mitigate risk, coordinate cross-functional teams, and promote customer advocacy and product adoption.
Top Skills:
GainsightHybrid CloudNasuni File Data Platform
Information Technology • Security • Software
Own customer success for medium-to-large EMEA enterprise accounts: drive adoption, define measurable outcomes, run QBRs, analyze health metrics (Gainsight/Salesforce), mitigate risk, enable expansion, and collaborate cross-functionally to improve Entrust Identity solutions. Travel ~10–15% EMEA.
Top Skills:
APIsBi ToolsCiamCrm PlatformsDatabasesDigital Identity VerificationEntrust IdentityGainsightIamSalesforceSdks
Software
Manage a portfolio of strategic EMEA customers to drive adoption, ROI, retention and growth. Provide consultative guidance on financial planning processes, build executive relationships, coordinate cross-functional teams, define scalable success processes, use data and SFDC to identify risks/opportunities, and act as the voice of the customer.
Top Skills:
ChatgptGoogle SuitePlanfulSalesforce
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
