Customer Success Manager, Medical Devices
Lumafield is looking to bring on an Enterprise Client Services Lead with expertise in medical devices manufacturing to drive customer outcomes and revenue growth for Lumafield’s industry changing products.
The Enterprise Client Services Lead 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, Enterprise Client Services Leads 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.
What you'll do:
- 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
About you:
- 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
Bonus points:
- MBA or equivalent business experience
- Quality Control or Quality Assurance experience
As published by lever
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- How did you hear about Lumafield? choose one
- If you chose 'Other', please describe here: optional
- Are you legally authorized to work in the United States? choose one · optional
- Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)? choose one · optional
- Can you commit to being in our Cambridge office (38 Cameron Ave. Cambridge, MA 02140) five days a week? choose one · optional
- Can you commit to being in our San Francisco (665 3rd St. Suite 100. San Francisco, CA 94107) five days a week? choose one · optional
- What types of medical devices you have experience with? written answer · optional
- Do you have exposure to Class I, II, and/or III devices? written answer · optional