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
- 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
- Build strong customer relationships through purposeful, outcome-focused engagement
- 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:
- MBA or equivalent business experience
- Customer Success experience
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.
