Customer Experience Manager -San Jose
Lumenis•San Jose, CA
•Onsite
About The Position
The 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.
Requirements
- 3-7+ years of experience in customer success, account management, sales support, or similar
- Strong relationship management and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Highly collaborative with cross-functional teams
- Strong organizational and problem-solving skills
- Bachelor's degree or equivalent experience
Nice To Haves
- Experience in medical devices, aesthetics, or healthcare
- Familiarity with sales processes and customer lifecycle management
- Experience supporting revenue-generating initiatives
Responsibilities
- Own the post-sale customer relationship and serve as the primary point of contact
- Drive proactive engagement to maximize customer success and satisfaction
- Partner closely with Sales to support revenue-generating activities, including: Repeat capital equipment sales, Warranty-to-service contract conversions, Consumables and clinical training sales
- Support and lead customer onboarding, launch activities, and ongoing engagement
- Coordinate customer events and initiatives that drive utilization and growth
- Ensure a seamless, high-quality experience across the full customer journey
- Identify and mitigate churn risks, cancellations, and debookings
- Provide insights and feedback to internal teams to continuously improve the customer experience
- Help reduce administrative burden on Sales, enabling greater focus on revenue generation
Benefits
- Competitive compensation and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
