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About the Role

Lumafield is seeking a Customer Success Manager (CSM) with expertise in medical device manufacturing to drive customer outcomes and revenue growth. The CSM will manage the entire customer lifecycle from post-sale onboarding through renewals and expansion, acting as an advisor and trusted partner to ensure customers achieve business value. This role involves leading business reviews, developing success plans, and driving net revenue retention through strategic account growth, requiring both technical depth in CT scanning and manufacturing processes, and business acumen to translate technical success into quantifiable business value.

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 account expansion.
Build strong customer relationships through 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.

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, adaptable to all organizational levels.
Ability to independently create and deliver executive-level presentations.
Extremely organized and ready to thrive in a rapidly scaling startup environment.

Skills

CT scanning workflows
Engineering analyses
Manufacturing processes
Consulting
Program management
Medical devices product development
Medical devices manufacturing
NPI
ISO 13485
21 CFR Part 11
Medical devices product lifecycles
Executive level presentations

Location

Cambridge, MA
San Francisco, CA

Work Type

Full-time

Experience Level

10+ years of experience

Education Level

Engineering B.S. degree or equivalent technical experience
MBA or equivalent business experience

Salary/Compensations

$140,000 - $160,000 a year

Benefits

Equity grant
Competitive cash and equity compensation
Health & wellness stipend
401k
Parental leave
Flexible PTO
Commuter benefits
Company wide events

About the Company

Lumafield was founded in 2019 to upgrade manufacturing.
Engineers with deep experience across the product development cycle founded Lumafield out of frustration with the cost and complexity of modern manufacturing.
Lumafield offers unprecedented visibility into products and AI-driven tools to revolutionize product creation, manufacturing, and usage.
The company started with industrial CT scanning, making advanced manufacturing tech more accessible.
Lumafield is designed for upgrades, building for greater intelligence, autonomy, speed, deeper vision, operational excellence, and powerful insights.
Lumafield is headquartered in Cambridge, MA, and has an office in San Francisco, CA.

Equal Opportunity

Lumafield is committed to building a diverse team.
Encourages applications even if skills don't meet every requirement.
No employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability, genetic information or veteran status.