Customer Success Manager - Medical Devices

About Lumafield: 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. Lumafield offers both competitive cash and equity compensation, as well as a health & wellness stipend, 401k, parental leave, flexible PTO, commuter benefits, company wide events and more! Lumafield is committed to building a team that represents a variety of backgrounds, perspectives, and skills, because the more inclusive we are, the better our work will be. Do you feel like your skills don’t meet every single requirement listed? We encourage you to apply anyway – If you’re excited about our technology, the opportunity, and are eager to learn more we’d love to hear from you! In keeping with our beliefs and goals, 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. Reach out if you want to be a part of what we are building. 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

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