Customer Success Manager, Scaled Accounts

Lumafield•Boston, MA

1d•Hybrid

About The Position

Lumafield is seeking a Customer Success Manager, Scaled Accounts to own and design the company's high-volume customer experience. This role will oversee the strategy and execution for the SMB (small business) segment, ensuring that numerous engineering teams can successfully navigate Lumafield's hardware and software while maintaining commercial ownership of renewals and contract accuracy. The ideal candidate will treat the customer journey as a product, building and continuously improving automated workflows, self-service education, and digital touchpoints to drive adoption and retention. This is a "one-to-many" role where success is measured by the ability to efficiently scale technical value through digital excellence.

Requirements

4+ years of experience in consulting, customer success, RevOps, or similar roles
Bachelor’s in business, engineering, or science
Process oriented: comfortable thinking in data structures, logic based workflows, and creating process based on what you observe and see to be needs.
Data-Fluent: Able to work with and structure data sets without losing sight on the business insight or value; able to partner with RevOps to interpret data such as utilization NPS scores to prioritize your weekly actions.
A Technical Communicator: Able to take a complex engineering concept (like CT reconstruction or mesh analysis) and explain it simply in a 2-minute video or a group training session.
Organized: work and follow ups are organized, execution is systematic; you’re known for your ability to keep track of moving pieces without losing sight of any of them.

Responsibilities

Architect Digital Journeys: Build and manage the end-to-end automated lifecycle in our Customer Success Platform (CSP). Design triggers for onboarding, adoption milestones, and "at-risk" alerts based on product telemetry.
Operational Excellence: Partner with BizOps and RevOps to maintain data integrity. Automate manual processes, such as contract opt-out tracking and renewal notifications, and ensure customer health scores reflect reality.
Drive Commercial Health: Own the renewal cycle for the SMB segment, including budget verification and confirmation of renewal intent (using MEDDPICC) 6-12 months in advance, while identifying organic expansion signals.
Synthesize the Voice of the Customer: Aggregate feedback from a high volume of users to discern what insights are high value to share with our Product and Engineering teams.
Stand up Systems: Lead the technical implementation and ongoing evolution of our Customer Success Platform (CSP), including working with the CS team to stand up the system, design automation workflows, build standardized playbooks, and create templates.