Customer Success Manager

Lumafield•San Francisco, CA

11d•$140,000 - $170,000

About The Position

Lumafield was founded in 2019 to upgrade manufacturing. We are engineers with deep experience across the product development cycle, from initial ideas to shipping hardware, across industries and specializations, who became frustrated by the cost and complexity of modern manufacturing. So we decided to upgrade it. Engineers make million-dollar decisions every day, and they need tools that give them the greatest possible insight into their products. By offering unprecedented visibility into products, as well as AI-driven tools that highlight problems and generate quantitative data, Lumafield promises to revolutionize the way complex products are created, manufactured, and used across industries. We started with industrial CT scanning, which for us was the most valuable but underutilized tool in the manufacturing toolbox, enabling us to rapidly inspect essential components non-destructively. We rebuilt the whole system, from X-ray capture, to computer vision analysis, to web-based collaboration, to the entire business model, making the most advanced manufacturing tech more accessible to every industry. Our company, like our platform, is designed for upgrades. We’re building for greater intelligence, autonomy, and speed. For deeper vision, operational excellence, and powerful insights. And then we'll upgrade it all again. Lumafield is headquartered in Cambridge, MA, and has an office in San Francisco, CA. About the role: Lumafield is looking to bring on a Customer Success Manager (CSM) to partner closely with their customers, champion their needs internally, and manage accounts to achieve business outcomes and revenue growth. The CSM will own the 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 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 equivalent technical experience
8+ years of working experience, which should include technical experience in engineering or manufacturing, and client facing experience, such as in account management, consulting, or program management
Excellent verbal and written communication that flexes to be effective across levels of an organization
Commercial business exposure and interest, including understanding of budget cycles and planning
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
Customer Success experience

Responsibilities

Own the relationships, revenue, contracts, and outcomes associated with your accounts
Partner with customer engineering, quality, and operations teams to identify opportunities to improve product quality, accelerate root cause analysis, and achieve efficiencies in engineering
Serve as a trusted advisor for your customers, someone they turn to insight not only on Lumafield’s products but on the quality and inspection problem space
Build strong customer relationships through purposeful, outcome-focused engagement
Project manage delivery and adoption of Lumafield’s technical solutions
Proactively manage renewal processes, mitigate churn risk, and maintain account health
Uncover upsell, cross-sell, and new use case opportunities to expand product usage
Help build and scale internal processes, templates, and best practices