Senior Customer Success Manager - EMEA
Luma AI
Sales & Business Development, Customer Service
London, UK
Posted on Mar 13, 2026
Customer Success Lead - EMEA
London, UK
Sales
Hybrid
Full-time
About Luma AI
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 Customer Success function.
As Customer Success Lead – EMEA, you will help organisations successfully adopt and scale Luma’s multimodal AI platform and Luma Agents, ensuring customers realise measurable value from AI-powered creative workflows.
You will sit at the centre of customers, product and engineering, helping translate real-world usage into product improvements while ensuring organisations achieve long-term success with the platform.
What You'll Do:
- This is an opportunity to help define how Customer Success operates at Luma as we scale across EMEA. You will:
- Partner with customers to ensure successful onboarding and adoption of Luma’s platform and Luma Agents.
- Define and track customer success metrics and health signals across different customer segments.
- Run regular business reviews and strategic check-ins with enterprise customers.
- Identify opportunities for expanded usage, new creative workflows and additional use cases.
- Act as the voice of the customer internally, working closely with product and engineering teams.
- Translate customer feedback into clear product insights and prioritised improvements.
- Help build the Customer Success playbooks, processes and tooling that will scale with the company.
Who You Are:
- 5–8+ years experience in Customer Success, Implementation, or Account Management within SaaS, AI or enterprise technology.
- Strong ability to build trust with both technical teams and business stakeholders.
- Comfortable working with complex or technical platforms and explaining them clearly.
- Highly organised with the ability to manage multiple enterprise customer relationships.
- Someone who thrives in fast-moving, ambiguous environments and enjoys building processes as the company scales.
What Sets You Apart (Bonus Points):
- Experience working with AI, automation, creative technology or developer-adjacent platforms.
- Background in product, operations, or technical implementation roles.
- Experience working in high-growth startups or scaling technology companies.
- A genuine interest in how AI can transform creativity and production workflows.
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Req ID: R100114
