Customer Success Manager - Medical Devices

Lumafield•Boston, MA

1d•$140,000 - $160,000•Hybrid

About The Position

Lumafield is seeking a Customer Success Manager (CSM) with expertise in medical devices manufacturing. This role is crucial for driving customer outcomes and revenue growth for Lumafield's innovative products. The CSM will manage the entire customer lifecycle, from post-sale onboarding to renewals and expansion, acting as a trusted advisor and partner to stakeholders. The goal is to build advocacy within accounts and ensure customers achieve significant business value from Lumafield's offerings. This position operates at the intersection of advanced industrial technology and customer strategy, requiring the CSM to lead business reviews, develop and execute customer success plans, and drive net revenue retention through strategic account growth. A strong technical understanding of CT scanning workflows, engineering analyses, and manufacturing processes is essential, as is the business acumen to translate technical achievements 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 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 skills that are effective across all levels of an organization.
Ability to independently create and deliver executive-level presentations.
Extremely organized and 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 customer accounts.
Coordinate cross-functional collaboration 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 for expansion within the assigned 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.