Senior Customer Success Manager - EMEA

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

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.