Customer Success Manager, Industrials

Lumafield•Boston, MA

8d•$140,000 - $165,000

About The Position

Lumafield is seeking a Customer Success Manager to partner with customers, champion their needs internally, and manage accounts toward business outcomes and revenue growth. The role combines technical engineering experience to interpret engineering analyses and advise on manufacturing processes with business acumen to translate technical success into measurable value. Working across industrial technology, manufacturing, and customer strategy, the Customer Success Manager leads business reviews, develops and executes mutual customer success plans, and drives net revenue retention through strategic account growth. The role owns the customer lifecycle from post-sale onboarding through renewals and supports expansion. As a trusted advisor to customer stakeholders, the CSM helps build account advocacy and ensures customers realize business value from Lumafield products. Lumafield develops industrial CT scanning and related software and tools for product inspection, analysis, and collaboration. The company is headquartered in San Francisco, California, with an office in Cambridge, Massachusetts.

Requirements

Bachelor of Science degree in Engineering.
At least 10 years of working experience, including a mixture of technical experience in engineering or manufacturing and client-facing experience such as consulting or program management.
Passion for Lean, process improvement, quality, and bringing technology into manufacturing.
Excellent verbal and written communication skills, adaptable across organizational levels.
Commercial business exposure and interest, including understanding budget cycles and planning.
Ability to independently create and deliver executive-level presentations.
Highly organized and ready to work in a rapidly scaling startup environment.

Nice To Haves

MBA or equivalent business experience.
Program management experience.

Responsibilities

Own the relationships, revenue, contracts, and outcomes associated with assigned accounts.
Serve as a trusted advisor to customer engineering, quality, and operations teams; identify opportunities and advise on improving quality control, accelerating root cause analysis, and achieving operational efficiencies.
Project-manage delivery and adoption of Lumafield’s technical solutions.
Identify, track, and quantify business impact, demonstrating the return on investment of Lumafield’s products and services.
Proactively manage renewals, mitigate churn risk, and maintain account health.
Identify upsell, cross-sell, and new use-case opportunities to expand product usage.
Help build and scale internal processes, templates, and best practices.
Lead business reviews and develop and execute mutual customer success plans.
Support customers from post-sale onboarding through renewals and expansion.