Senior CSM – AI SaaS (EMEA) Growth & Expansion

lumalabs-ai; Greater London; On-site; GBP 75,000 - 110,000; Full time

Job summary

Luma is seeking a Senior Customer Success Manager – EMEA to own a portfolio of high-value enterprise customers, driving sustained growth in platform usage and expansion across accounts.

You will work at the intersection of commercial ownership, product usage, and customer strategy, partnering with customers to expand adoption across teams and use cases, using data and insights to drive meaningful growth.

Qualifications

• 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 revenue opportunities.

Responsibilities

• 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.

Skills

Strategic Account Management

Enterprise Sales

Customer Success

Data-driven decision making

Stakeholder management

Tools

Data dashboards

Job description

Luma is seeking a Senior Customer Success Manager – EMEA to own a portfolio of high-value enterprise customers, driving sustained growth in platform usage and expansion across accounts.

You will work at the intersection of commercial ownership, product usage, and customer strategy, partnering with customers to expand adoption across teams and use cases, using data and insights to drive meaningful growth.