Customer Success Manager

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 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 ready to dive head first into a rapidly scaling startup environment

Bonus points

• MBA or equivalent business experience
• Quality Control or Quality Assurance experience