Customer Success Manager - Aerospace & Defense

Lumafield•Boston, MA

18h•$140,000 - $160,000•Remote

About The Position

Lumafield is seeking a Customer Success Manager (CSM) with experience in Aerospace and/or Defense spanning manufacturing, quality, and engineering to drive outcomes and strategic growth for our customers in this sector. 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 account growth. 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. 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.

Requirements

Engineering B.S. degree or similar
10+ years of experience, which can include technical experience in engineering or manufacturing, and client facing experience, such as in account management, consulting, or program management
Proven experience managing accounts, contracts, or technical programs within the defense ecosystem, either directly with the DoD/military branches or via Tier 1 defense primes.
Familiar with the business models, products, and manufacturing processes in aerospace and defense
Knowledge of common standards such as AS9100
Excellent verbal and written communication that flexes to be effective across levels of an organization
Ability to independently create and deliver executive level presentations
Organized and are ready to dive head first into a rapidly scaling startup environment

Responsibilities

Serve as the primary point of contact and trusted advisor for your customer accounts, coordinating cross-functional collaboration across Lumafield teams including Application Engineering, Sales, Marketing, Product Management, and Finance
Partner with customers to ensure Lumafieldâ€™s technology is successfully integrated into defense program lifecycles, tracking milestones from initial deployment to long-term adoption.
Identify, track, and quantify business impact, demonstrating ROI of Lumafieldâ€™s products and services
Proactively manage renewals and expansion potential within your portfolio
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