Customer Experience Manager

Job Description

Job Description

Title: Customer Experience ManagerLocation: San Jose, CAThe role is primarily office-based, with the flexibility to work remotely 1 day per week.This is an individual contributor role with no direct people management responsibilities.About LumenisLumenis is a global leader in energy-based medical solutions, specializing in minimally invasive clinical solutions for the Ophthalmology and Aesthetic markets. We are committed to improving patient outcomes through innovation while building strong, lasting customer partnerships.Position OverviewThe Customer Experience Manager (CXM) is a key role in Lumenis' evolving post-sale strategy and a core pillar of our Customer Experience (CX) transformation.As we shift from a transactional support model to a more proactive, relationship-driven, and revenue-generating approach, this role is designed to provide true ownership of the customer lifecycle post-sale.The CXM combines and expands upon traditional Sales Support and Installation/Training functions into a single, customer-facing role focused on strengthening relationships, driving customer success, and contributing directly to business growth.Why This Role MattersDeepens customer relationships through structured, proactive engagementDrives customer satisfaction, retention, and long-term growthReduces non-selling workload currently carried by Sales (up to ~30%)Creates a consistent, high-quality post-sale experience across all customersKey ResponsibilitiesOwn the post-sale customer relationship and serve as the primary point of contactDrive proactive engagement to maximize customer success and satisfactionPartner closely with Sales to support revenue-generating activities, including: Repeat capital equipment salesWarranty-to-service contract conversionsConsumables and clinical training salesSupport and lead customer onboarding, launch activities, and ongoing engagementCoordinate customer events and initiatives that drive utilization and growthEnsure a seamless, high-quality experience across the full customer journeyIdentify and mitigate churn risks, cancellations, and debookingsProvide insights and feedback to internal teams to continuously improve the customer experienceHelp reduce administrative burden on Sales, enabling greater focus on revenue generationSuccess MeasuresPerformance in this role is tied directly to business outcomes, including:Lead generation for repeat capital salesWarranty-to-service contract conversion ratesGrowth in consumables and clinical training revenueCustomer engagement and event effectivenessReduction in debookings and lost opportunitiesCustomer satisfaction and experience metricsQualifications3-7+ years of experience in customer success, account management, sales support, or similarStrong relationship management and communication skillsAbility to manage multiple priorities in a fast-paced environmentHighly collaborative with cross-functional teamsStrong organizational and problem-solving skillsBachelor's degree or equivalent experiencePreferred QualificationsExperience in medical devices, aesthetics, or healthcareFamiliarity with sales processes and customer lifecycle managementExperience supporting revenue-generating initiativesWhy LumenisInnovative, growth-focused global organizationDirect impact on customer success and revenueCollaborative and team-oriented environmentCompetitive compensation and benefitsEqual Opportunity EmployerLumenis is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other protected characteristic.