About the role: Lumafield is looking to bring on a Customer Success Manager (CSM) with expertise in medical devices manufacturing to drive customer outcomes and revenue growth for Lumafield's industry changing products.
The CSM will own the complete customer lifecycle from post-sale onboarding through renewals and expansion, serving as the advisor and trusted partner for stakeholders, helping build advocacy within their accounts, and ensuring customers achieve business value from our products.
Working at the intersection of advanced industrial technology and customer strategy, CSMs will lead business reviews, develop and execute on mutual customer success plans, and drive net revenue retention through strategic account growth.
This role requires technical depth to understand CT scanning workflows, engineering analyses, manufacturing processes, as well as the business acumen to translate technical success into quantifiable business value.
What you'll do:- Serve as the primary point of contact and trusted advisor for your customer accounts, coordinating cross-functional collaboration across the company with Solutions Engineering, Sales, Marketing, Product, and Finance
- Guide customers through validation of Lumafield hardware and software products, including IQ/OQ/PQ and CSV as relevant
- Identify, track, and quantify business impact, demonstrating ROI of Lumafield's products and services
- Proactively manage renewals processes, mitigate churn risk, and identify opportunities within your portfolio of accounts to drive expansion
- Build strong customer relationships through mutually valuable touchpoints such as business reviews, success/ goal planning, product roadmap reviews, and adoption check-ins
- Help build and improve a scalable customer success function, including data-driven decision making, and standard processes and playbooks
About you:- Engineering B.S. degree or equivalent technical experience
- 10+ years of experience, including in consulting or program management and/or working in directly in medical devices product development or manufacturing
- Understanding of the processes and challenges in medical device product development, NPI, and manufacturing
- Familiarity with ISO 13485, 21 CFR Part 11, and medical devices product lifecycles
- Excellent verbal and written communication that flexes to be effective across levels of an organization
- Ability to independently create and deliver executive level presentations
- Extremely organized and are ready to dive head first into a rapidly scaling startup environment
Bonus points:- MBA or equivalent business experience
- Quality Control or Quality Assurance experience
$140,000 - $160,000 a year
The base salary range listed here represents the anticipated low and high end of the salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. All full time employees receive an equity grant.
Lumafield offers both competitive cash and equity compensation, as well as a health & wellness stipend, 401k, parental leave, flexible PTO, commuter benefits, company wide events and more!
