Customer Success Manager

Luthor; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Luthor in San Francisco is seeking a customer success professional to work directly with the founding team to ensure enterprise customers realize value from our AI-powered governance platform.

You'll lead onboarding, drive adoption, manage renewals, and coordinate with compliance, legal, and marketing to align product capabilities with customer needs.

This is a grounded role in a small team with real ownership and impact on how major financial institutions trust and deploy the platform.

Qualifications

• Experience delivering enterprise customer success for regulated industries.
• Strong empathy and communication with diverse stakeholders.
• Ability to translate customer needs into product improvements.

Responsibilities

• Own onboarding, adoption, expansion, and renewal for key customers.
• Build relationships across compliance, legal, and leadership.
• Collaborate with product and engineering to improve the platform.

Skills

Customer success

Enterprise accounts

Relationship management

Cross-functional collaboration

Job description

About Luthor

AI is making it possible for companies to create more content than humans can possibly review. That’s the problem we solve. Luthor eliminates the gap between what companies say and what they can stand behind. We build AI-powered governance for enterprise communications, helping financial and legal institutions review, approve, and monitor content at the speed of modern production. Over the past year, we’ve onboarded some of the world’s largest public financial institutions, surpassed $900B+ AUM on platform, and expanded across banks, lenders, asset managers, and law firms.

About The Role

Customer success is one of the most important functions at Luthor. Our customers are large, highly regulated institutions deploying Luthor into workflows that directly affect what they can say to the public. Making those deployments successful means deeply understanding their business, earning the trust of compliance and marketing teams, and turning Luthor into a product they can’t imagine operating without. This is a very different job from a traditional CSM role.

• You’ll work directly with the founders: You’ll have a front-row seat to how we build the company and help define the customer success playbook from the ground up.
• You’ll work with sophisticated customers: Our users sit inside some of the world’s largest financial institutions. You’ll build relationships across compliance, legal, marketing, and leadership teams.
• You’ll shape the product: You won’t just relay feature requests. You’ll understand how customers actually work, identify what’s blocking adoption, and work directly with engineering to make the product better.
• You’ll own outcomes, not tickets: Your job is to make customers successful—from onboarding and implementation through adoption, expansion, and renewal.
• You’ll have real responsibility: We’re still a small team. The systems, processes, and customer relationships you build will become the foundation for the team that follows.

The most important quality we’re looking for is customer empathy. You should genuinely care about understanding what someone is trying to accomplish and be relentless about helping them get there.

It Also Helps If You’re

• Exceptional with people: You build trust quickly, make customers feel heard, and can navigate difficult conversations without damaging the relationship.
• Product-minded: You can tell the difference between a training problem, a workflow problem, and a product problem—and communicate that clearly to engineering.
• A clear communicator: You’re equally comfortable working with a day-to-day user, a compliance leader, or an executive.
• Highly organized: You can manage multiple enterprise customers, implementations, priorities, and follow-ups without letting things fall through the cracks.
• Comfortable with ambiguity: There isn’t a mature CS playbook waiting for you. You’ll help create it.

You’ll work directly with the founding team in San Francisco and have an unusually large amount of ownership over how some of the world’s most important financial institutions adopt Luthor.

If AI is going to speak for the world’s most important institutions, someone has to make sure they can trust what it says. You’ll help make that happen.