Enterprise Customer Success Manager

Imagine having an enterprise-grade AppStore at work — one that ensures you can easily search, request, and gain access to any app you need, precisely when you need it. No more long waiting times with outstanding IT requests. Lumos is solving the app and access management challenges for organizations of all sizes through a unified platform. Our fast-growing startup is pioneering the way to untangle the complex web of app and access management by building the critical infrastructure that defines relationships between app, identities and data. Why Lumos? Jump on a Rocketship: Since launching out of stealth mode just over 2 years ago, our team has grown from 20 to ~100 people and our customer base has 10x’ed with companies like GitHub, MongoDB and Major League Baseball! Build with Renowned Investor Backing: Andreessen Horowitz (a16z) backed us since the beginning and we've raised over $65m from Scale, Neo, Greg Brockman (President at OpenAI), Phil Venables (CISO at Google), and others. Thrive in a Unique Culture: You’ll join an early-stage company where you have actual influence on the trajectory of the company. We deeply care about our people and the philosophy we live by - check out our values here. Role Description As a Lumos Customer Success Manager, you’ll be the trusted partner to our largest and most strategic customers. You’ll guide them through onboarding, ensure adoption and expansion, and influence both customer outcomes and our product roadmap. Your Role Onboarding Expert: Partner with Account Executives and Solutions Engineers for a seamless handoff from prospect to customer. Ensure kickoff and implementation goals are met, with ROI achieved within the expected timeline. Lifecycle & Renewals: Build and execute account strategies to drive adoption, expansion, and retention. Define goals, playbooks, and metrics; monitor customer health; and proactively identify risks and opportunities. Trusted Partner: Develop multi-threaded, executive-level relationships. Deliver purposeful QBRs/EBRs that connect business goals to Lumos impact and establish long-term success plans. Voice of the Customer: Surface customer insights to influence product, marketing, and GTM. Partner with Product, Engineering, SE, and Sales to proactively address risks and drive adoption. Consultative Advisor: Guide customers on Lumos best practices and technology strategy. Ensure usage of key product features to accelerate value realization and growth. What We're Looking For: 7+ years of experience in Customer Success or a related customer-facing role, with experience supporting a technical B2B SaaS product. 3+ years of experience managing enterprise-level customers, driving adoption, and fostering long-term partnerships. Proven ability to build strong relationships and engage with senior stakeholders. Skilled at communicating complex or technical concepts in a clear, accessible way to technical and non-technical audiences. Hands-on experience collaborating with technical teams, such as Security, Engineering.

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