Telecommut
This is a rare and foundational opportunity to be an early Customer Success Manager at Luma. You will be a foundational member of our growing customer success function, directly managing existing business while helping translate invaluable customer experiences into processes that will inform our product and future GTM strategy. Your impact will be immediate and far-reaching, acting as a catalyst for our growth and the evolution of our creative AI platform.
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.
- 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.
- 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).
