Customer Success Manager - Medical Devices

Job Description

Job Description

About Lumafield: 

Lumafield was founded in 2019 to upgrade manufacturing.

We are engineers with deep experience across the product development cycle, from initial ideas to shipping hardware, across industries and specializations, who became frustrated by the cost and complexity of modern manufacturing. So we decided to upgrade it.

Engineers make million-dollar decisions every day, and they need tools that give them the greatest possible insight into their products. By offering unprecedented visibility into products, as well as AI-driven tools that highlight problems and generate quantitative data, Lumafield promises to revolutionize the way complex products are created, manufactured, and used across industries. We started with industrial CT scanning, which for us was the most valuable but underutilized tool in the manufacturing toolbox, enabling us to rapidly inspect essential components non-destructively.

We rebuilt the whole system, from X-ray capture, to computer vision analysis, to web-based collaboration, to the entire business model, making the most advanced manufacturing tech more accessible to every industry. Our company, like our platform, is designed for upgrades. We’re building for greater intelligence, autonomy, and speed. For deeper vision, operational excellence, and powerful insights. And then we'll upgrade it all again.

Lumafield is headquartered in Cambridge, MA, and has an office in San Francisco, CA.

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

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! 

Lumafield is committed to building a team that represents a variety of backgrounds, perspectives, and skills, because the more inclusive we are, the better our work will be. Do you feel like your skills don’t meet every single requirement listed? We encourage you to apply anyway – If you’re excited about our technology, the opportunity, and are eager to learn more we’d love to hear from you!  

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability, genetic information or veteran status. 

Reach out if you want to be a part of what we are building.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.