Customer Success Manager - Medical Devices

Lumafield•Boston, MA

15h

About The Position

Lumafield is looking to bring on a Customer Success Manager (CSM) with expertise in medical devices manufacturing to drive customer outcomes and revenue growth for Lumafield’s industry changing products. The CSM 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, 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 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.

Requirements

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

Nice To Haves

MBA or equivalent business experience
Quality Control or Quality Assurance experience

Responsibilities

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