Lumana

Customer Success Manager

• Own the post-sale customer lifecycle — ensuring seamless onboarding, measurable product adoption, customer health visibility, and predictable renewals.
• Serve as the strategic account quarterback, coordinating across Solutions Engineering, Support, and Sales to ensure customers achieve meaningful business outcomes.
• Monitor defined customer health metrics including platform usage and login activity.
• Conduct Quarterly Business Reviews (QBRs) on strategic accounts.
• Mitigate churn risks through structured engagement plans and surface expansion signals.

Customer Success Manager II

Revenue Operations

• Design, build, and maintain internal tools, automations, and integrations that power GTM workflows
• Own data pipelines across CRM, marketing automation, product usage, and analytics tools
• Improve reliability, performance, and scalability of GTM-critical systems
• Debug and resolve complex issues across APIs, data syncs, and third-party integrations
• Write clean, maintainable code with strong documentation and testing practices
• Partner with RevOps, Sales Ops, Marketing Ops, and Product to translate GTM needs into technical solutions
• Build automation that removes manual work from sales and marketing teams
• Create dashboards, alerts, and data models that support forecasting, attribution, and performance analysis
• Evaluate new tools and platforms from a technical and architectural lens
• Act as the technical owner for GTM systems and integrations
• Influence system design decisions with a long-term scalability mindset
• Balance speed and quality in a fast-moving environment

Revenue Operations Engineer

Product Manager

• Define and own product strategy across assigned domains
• Translate company vision into clear, executable product plans
• Make high-judgment prioritization decisions grounded in customer value, technical feasibility, and business impact
• Own product outcomes once strategic direction is agreed
• Own the full product lifecycle: definition → UX/UI → development → launch → iteration
• Write high-quality PRDs and lead core product rituals
• Partner closely with engineering on feasibility, sequencing, and delivery
• Drive product releases, timelines, and scope trade-offs
• Work deeply with UX/UI to shape intuitive, effective user experiences
• Partner with Sales and Solutions Engineering to validate use cases and customer pain
• Collaborate with Marketing to validate messaging (not own product marketing)
• Engage directly with customers to validate direction and gather feedback

Product Management Leader

Solutions Engineer

• Lead complex, full-stack troubleshooting across the Lumana platform, spanning networking, hardware, software, and electrical components
• Act as a senior technical advisor to enterprise customers, providing best-practice guidance on architecture, deployment, and configuration
• Own high-impact customer issues end-to-end, driving resolution, root-cause analysis, and long-term prevention
• Partner closely with Sales, Engineering, and Product on pre- and post-sales technical engagements and escalations
• Influence product quality by testing new releases, identifying systemic issues, and providing actionable feedback to Engineering
• Communicate complex technical concepts clearly to customers and internal stakeholders, both verbally and in writing
• Author and maintain high-quality technical documentation, knowledge base articles, and internal runbooks
• Help design and implement scalable tools, processes, and workflows that elevate support maturity as the company grows
• Stay ahead of industry trends and emerging technologies within cloud-managed IoT, networking, and security

Support Engineer

• Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations.
• Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence.
• Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments.
• Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components.
• Configure and manage networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity.
• Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads.
• Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability.
• Coordinate testing and validation of new hardware and software in production-like, real-world environments.
• Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows.
• Create and maintain technical documentation, investigation logs, and internal knowledge resources to support scalability and operational excellence.

Customer Success Manager II

Revenue Operations Engineer

Product Management Leader

Solutions Engineer

Technical Support Engineer