At a Glance
- Tasks: Drive growth and adoption for high-value enterprise customers in a dynamic AI environment.
- Company: Join Luma, a pioneering tech company focused on multimodal AI innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional development.
- Other info: Fast-paced, innovative culture with opportunities for career advancement.
- Why this job: Be at the forefront of AI technology and make a real impact on customer success.
- Qualifications: 5-10+ years in Strategic Account Management or Customer Success, fluent in German.
The predicted salary is between 60000 - 80000 £ per year.
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 a 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
- 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.
- Native or Fluent German speaker
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.
Senior Customer Success Manager - EMEA (German speaking) in London employer: LUMA
Luma is an exceptional employer that fosters a dynamic and innovative work culture, where employees are empowered to drive meaningful change in the AI landscape. With a strong focus on professional growth, Luma offers ample opportunities for career advancement and skill development, particularly in the fast-evolving fields of SaaS and AI technology. Located in a vibrant environment, the company encourages collaboration and creativity, making it an ideal place for those looking to make a significant impact while working alongside passionate professionals.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager - EMEA (German speaking) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LUMA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LUMA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager - EMEA (German speaking) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LUMA:Your cover letter is your chance to shine! Tell us why you want to work at LUMA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LUMA!
How to prepare for a job interview at LUMA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
