Customer Success Manager, Medical Devices

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 San Francisco, CA. and has an office in Cambridge, MA. **About the role:** Lumafield is looking to bring on an Enterprise Client Services Lead with expertise in medical devices manufacturing to drive customer outcomes and revenue growth for Lumafield’s industry changing products. The Enterprise Client Services Lead 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, Enterprise Client Services Leads 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