Director of Customer Success EMEA
Luma AI develops multimodal creative AI agents, video and image generation models, and an API for generative media workflows.
Maintainer signals as of 9/25/2026
Funding history
About Luma AI
Luma AI is an active AI company whose Luma Agents product plans, generates, iterates, and refines creative work across video, image, audio, and text. Its first-party materials describe proprietary Ray video and Uni image models, as well as developer API access.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead and develop the EMEA Customer Success team while remaining directly involved with strategic enterprise accounts. You will build scalable account-planning, escalation, and reporting processes; own retention and account-health outcomes; grow usage within existing accounts; and partner with Sales, Product, and Forward Deployed Creatives.
Requirements
- 10+ years of Customer Success or closely related client-facing experience
- Substantial experience leading senior individual contributors with accountability for performance outcomes
- Experience building and developing Customer Success teams
- Experience managing senior relationships at large enterprise or agency accounts
- Experience making team work repeatable through systems and processes
- Operational leadership and outcome-metric ownership
- Cross-functional partnership with Sales, Product, and GTM leaders
- Experience operating in a scaling environment
Responsibilities
- Lead, hire, onboard, coach, and manage the EMEA Customer Success team
- Manage senior relationships and escalations for strategic accounts
- Build scalable account planning, escalation, and reporting processes
- Own net revenue retention, retention, account health, and escalation-resolution outcomes
- Grow usage across teams, markets, and use cases within existing accounts
- Partner with Sales on renewals and expansion, Product on customer needs, and Forward Deployed Creatives on adoption
- Maintain standards for CRM hygiene, renewal management, expansion identification, and customer engagement
- Contribute customer-success strategy and operational insights to leadership
