Customer Success Manager
Own the full customer lifecycle for medical device manufacturers using Lumafield's CT scanning products. Drive onboarding, adoption, renewals, and expansion while translating technical success into business value.
About the job
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
Skills
Iso 13485, 21 Cfr Part 11, Iq/Oq/Pq Validation, Csv, Medical Device Manufacturing, Npi, Product Development, Program Management, Executive Presentations, ROI Analysis
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