Enterprise Customer Success Manager

Job description

Every breach, every failed audit, every new hire stuck in onboarding purgatory traces back to the same question: who has access to what — and should they? Identity is where modern companies break. Too much access leaks data. Too little grinds the business to a halt. Lumos is the industry's first Autonomous Identity Platform — software that doesn't just surface access risk, but acts on it. We started with a self-service AppStore and grew into the critical infrastructure connecting apps, identities, and data for GitHub, MongoDB, Mars, Pinterest, Anduril, Intercom, Roku, and Netskope. At the center is Albus, our AI agent for identity — mining roles, approving access, and catching the drift humans miss. You'll ship work that thousands of IT and security teams touch every day. You'll own problems without playbooks, because the category is being redefined in real time — by us. Why Lumos? - 🚀 Jump on a rocketship. Since launching out of stealth in April 2022, we've grown from 20 to ~130 Alchemists and raised over $65M from a16z, Scale, Neo, Greg Brockman (President at OpenAI), and Phil Venables (CISO at Google). - ⭐ Customers love us — and so does the industry. Named a Strong Performer in the 2026 Gartner Voice of the Customer for IGA — 4.7/5, with 96% of reviewers saying they'd recommend us. Our customers cut time-to-access by 98%, slash IT tickets by 72%, and eliminate excess privilege at scale. - 🏆 A culture worth joining. Three years running on Forbes' Top 100 Best Startup Employers in America (2024, 2025, 2026) — measured on culture, retention, growth, and job creation. That's our Alchemists, not our marketing. See what we live by here https://blog.lumos.com/p/the-anatomy-of-an-alchemist. As a Lumos Enterprise 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 RESPONSIBILITIES - 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 - 3+ years of experience managing enterprise-level customers, driving adoption, and fostering long-term partnerships - A demonstrated track record of directly owning and exceeding GRR and NRR targets. - 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, or DevOps - Bonus: Experience in the identity or security space, or a background working in high-growth startup environments 🙌 WHAT WE VALUE We also care about whether you would be a good fit for Lumos based on the values https://blog.lumos.com/p/the-anatomy-of-an-alchemist?open=false#%C2%A7lumos-values-the-anatomy-of-an-alchemist and characteristics that define how we achieve outcomes, not just your resume. Thank you for considering Lumos, we hope to hear from you! 🎉 💰PAY RANGE $160,000 - $180,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience. 💸 Benefits and Perks: - 💻 Remote-first culture – Work from anywhere within ±4 hours of Pacific Time. - 🏥 Medical, dental & vision insurance – 100% of premiums covered for employees, 60% for dependents. HSA and FSA available with employer contribution. International benefits align with local standards. - 🧠 Mental health support – Access to mental health resources and support. - 💪 Monthly wellness stipend – A monthly stipend for gym memberships, fitness apps, and whatever helps you recharge. - 🛡️ Life & disability insurance – Life insurance, short-term disability, and long-term disability coverage available. - 🌴 Flexible PTO – Flexible time off with a minimum annual requirement, because rest is part of doing your best work. - 👶 Parental leave – Up to 16 weeks of paid parental leave for expecting parents. - 📚 $1,000 annual learning stipend – An annual budget for courses, books, conferences, and certifications. - ✈️ Company & team offsites – Company and team bonding trips throughout the year, fully covered by Lumos. - 💰 401(k) with matching – Employer 401(k) matching to help you save for the future.