Customer Success Manager

About Luminai

Nearly every organization in the world relies on complex manual work to carry out critical internal processes. These are processes that keep the world going — enrolling patients in a hospital, underwriting loans inside a bank, or processing new transactions for an airline. Yet most companies don’t have enough resources to properly automate these tasks and are stuck in manual, decades old way of doing things.

At Luminai ,  we develop technology to automate long-form organization wide workflows of any complexity easily and safely using AI. Luminai serves some of the world’s most critical organizations in sectors like Healthcare, Finance, and Telecommunication to delegate mission-critical workflows that previously required hands-on human involvement, over to autonomous AI systems. Our approach combines frontier AI development, with a purpose built workflow execution engine to achieve this goal.

We've raised a Series-A round led by General Catalyst, YCombinator, and investors including Kevin Weil (Chief Product Officer at OpenAI), Arash Ferdowsi (co-founder of Dropbox), Katie Stanton (former VP Global Media, Twitter) and CEOs of companies including Flexport, Notion, Front, Ramp and Twitch.

About the Role

Luminai’s Customer Success team helps our customers stand up mission-critical automations that drive unmatched productivity and employee engagement, and eliminate mundane, repetitive work. Our Customer Success Managers are the architects of our customers' automation efforts, drivers of our customers' introduction and onboarding to Luminai, and change makers who bring companies along the automation journey, from executives to ICs. As one of our CSMs, you will deliver jaw-dropping impact and value to our customers, quickly turning them into Luminai champions. You’ll also play a foundational role in building Luminai’s scalable onboarding processes and strategic decisions, delivering immediate value and redefining what’s possible for customers with our unique automation technology.

This is a hybrid position, with an expectation of three in-office work days each week (Mon, Tue, Thur). Our office is located in San Mateo, CA.

What you'll do

• Lead the development and cultivation of deep relationships with customer leadership and become a credible expert who can bring new perspectives to what is possible to automate with Luminai
• Spearhead the entire automation program implementation process by managing and leading across internal teams and our customer stakeholders, ensuring efficient initial value and planting the seeds for a successful long-term, trusted partnership between Luminai and our customers
• Deliver best-in-class customer onboarding, resulting in revolutionary value delivery within the first four weeks of using Luminai
• Collaborate with the sales team during the post-sale process by providing technical support, crafting detailed product specifications, and ensuring seamless communication between technical and non-technical stakeholders.
• Investigate customers’ current processes and craft detailed process maps (SOPs, Figma, or similar tools) to manage the building and deployment of automations for customers
• Serve as the technical expert on our product, answering in-depth technical questions and explaining how our solution addresses the customer’s needs.
• Conduct check-ins with customers to complete implementation efficiently while ensuring issues are resolved proactively and customer goals are met
• Responsible for leading implementations for both new customers and expansion use cases for existing customers
• Gather customer feedback and work with the product and engineering teams to enhance the product offering.
• Provide insights and relay the voice of the customer to our internal teams - our customers are constantly on our minds! 
• Industry Trends: Stay updated on industry trends and competitive products to effectively position Luminai’s solutions.

Who we're looking for

• Minimum Experience: 2+ years in a customer facing role at a technology company (CSM, CX, solutions, account management, implementation, onboarding, deployment, fulfillment, program or project management)
• Bachelor’s degree in engineering, computer science, or experience with technical account management is highly preferred
• A fearless, resourceful, and proactive orchestrator who thrives on completing complex projects, building relationships, and overseeing details
• You are excited by customer-facing work, such as project or program management, implementation or onboarding, customer success, or consulting
• Excellent communication skills with the ability to explain complex technical concepts to non-technical audiences. 
• Exceptional executive presence, user empathy, and stakeholder management skills
• Strong problem-solving skills and the ability to think creatively when addressing customer needs.
• Experience managing multiple, complex projects at the same time, while proactively anticipating issues and managing customer expectations
• Eager and energized by the fast-paced, changing environment of a start-up; and a sense of humor is always welcome!
• An entrepreneurial spirit: you’re excited about building something new and unlocking unexpected and exponential value for customers
• Strong understanding of software architecture, APIs, and integrations.
• You want to make a dent in the universe and build the next generational enterprise company!
• Nice to have

Benefits & Perks:

• Comprehensive health care benefits (medical, dental, vision)
• Flexible time off + 9 paid company holidays
• Financial planning support (401K, HSA, FSA)
• 12 weeks primary-caregiver parental leave; 6 weeks secondary-caregiver parental leave
• Stipends for mental and physical wellness

Luminai is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace where all employees are respected and valued. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable laws. We encourage applications from all qualified individuals and believe that diverse perspectives and experiences strengthen our team and enhance our ability to serve our customers.

If you need assistance or accommodation due to a disability in the interview process, please contact us at careers @ luminai . com (no spaces)