The Role
The Customer Success Manager will manage post-sale customer relationships, ensuring customer success through advocacy, account management, and strategic growth.
Summary Generated by Built In
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) to partner closely with their customers, champion their needs internally, and manage accounts to achieve business outcomes and revenue growth.
The CSM will own the 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 the technical depth to understand engineering analyses, as well as the business acumen to translate technical success into measurable business value and lead conversations with executive stakeholders at customer organizations.
What you'll do:
- Own the relationships, revenue, contracts, and outcomes associated with your accounts
- Provide expertise in electronics manufacturing and quality control, with knowledge of the challenges associated with soldering and basics of semiconductor manufacturing
- Partner with customer engineering, quality, and operations teams to identify opportunities to improve product quality, accelerate root cause analysis, and achieve efficiencies in engineering
- Serve as a trusted advisor for your customers, someone they turn to insight not only on Lumafield’s products but on the quality and inspection problem space
- Project manage delivery and adoption of Lumafield’s technical solutions
- Proactively manage renewal processes, mitigate churn risk, and maintain account health
- Uncover upsell, cross-sell, and new use case opportunities to expand product usage
- Help build and scale internal processes, templates, and best practices
About you:
- Engineering B.S. degree or equivalent technical experience
- 8+ years of working experience, which should include technical experience in engineering or manufacturing, and client facing experience, such as in account management, consulting, or program management
- Excellent verbal and written communication that flexes to be effective across levels of an organization
- Commercial business exposure and interest, including understanding of budget cycles and planning
- 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
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.
Skills Required
- Engineering B.S. degree or equivalent technical experience
- 8+ years of technical experience in engineering or manufacturing
- Client facing experience, such as in account management, consulting, or program management
- Excellent verbal and written communication skills
- Ability to independently create and deliver executive level presentations
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The Company
What We Do
Lumafield is here to make it possible for humanity to solve our hardest problems as quickly as possible. Lumafield has developed the world's first accessible X-Ray CT scanner for engineers. Lumafield’s easy-to-use scanner and cloud-based software give engineers the ability to see their work clearly, inside and out, at an extremely affordable price. 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. Founded in 2019, our team includes world-class researchers and industrial designers, PhDs, founders of successful startups, and zero egos. The company is headquartered in Boston, MA and has an office in San Francisco, CA.
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