# Customer Success Manager

**Company:** [Lumafield](https://hotfix.jobs/companies/lumafield)
**Location:** San Francisco, CA, Boston, MA
**Role:** Customer Success
**Salary:** $140k – $160k/yr
**Experience:** 10+ years
**Skills:** Iso 13485, 21 Cfr Part 11, Iq/Oq/Pq Validation, Csv, Medical Device Manufacturing, Npi, Product Development, Program Management, Executive Presentations, ROI Analysis
**Posted:** 2026-06-11

> 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.

## Job Description

## 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

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