Customer Success Manager, Industrials

Lumafield; Boston (MA); On-site; USD 140,000 - 165,000; Full time

Benefits offered by this job

Health stipend

401k

Parental leave

Flexible PTO

Commuter benefits

Company events

Job summary

Lumafield is seeking a Customer Success Manager to partner with customers, champion their needs, and manage accounts to achieve business outcomes and revenue growth. This role combines engineering insight with business acumen to translate technical success into measurable value, leading reviews, mutual success plans, and renewals while supporting expansion across strategic accounts.

As part of our Customer Success team, you will own the lifecycle from onboarding through renewal, driving ROI, and

Qualifications

• B.S. in Engineering is required.
• 10+ years of experience including engineering/manufacturing and client-facing work.
• Strong lean/process improvement mindset.
• Ability to present to executives and across levels.

Responsibilities

• Own relationships, revenue, contracts and outcomes across accounts.
• Act as trusted advisor to customers' engineering, quality, and operations teams.
• Project manage delivery and adoption of Lumafield's solutions.
• Identify and quantify ROI of Lumafield products.
• Proactively manage renewals and reduce churn; support expansion.
• Help grow product usage through upsell and cross-sell opportunities.

Skills

Account management

Strategic planning

Executive communication

Lean / process improvement

Education

B.S. in Engineering

Job description

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 San Francisco, CA. and has an office in Cambridge, MA.

About the role:

Lumafield is looking to bring on a Customer Success Manager (CSM) to partner our customers, champion their needs internally, and manage accounts to achieve business outcomes and revenue growth.

This role leverages technical engineering experience to understand engineering analyses and advise customers on manufacturing processes, as well as business acumen to translate technical success into measurable business value.

Working at the intersection of advanced industrial technology, manufacturing, and customer strategy, CSMs will lead business reviews, develop and execute on mutual customer success plans, and drive net revenue retention through strategic account growth. The CSM will own the customer lifecycle from post-sale onboarding through renewals and supporting expansion, serving as the advisor and trusted partner for stakeholders, helping build advocacy within their accounts, and ensuring customers achieve business value from our products.

What you'll do:

• Own the relationships, revenue, contracts, and outcomes associated with your accounts
• Partner with as trusted advisor to your customers, partnering with their engineering, quality, and operations teams to identify opportunities and advise on how to improve quality control, accelerate root cause analysis, and achieve operational efficiencies
• Project manage delivery and adoption of Lumafield’s technical solutions
• Identify, track, and quantify business impact, demonstrating ROI of Lumafield’s products and services
• Proactively manage renewal processes, mitigate churn risk, and maintain account health
• Uncover upsell, cross-sell, and new use case opportunities to expand product usage
• Help build and scale internal processes, templates, and best practices

About you:

• B.S. degree in Engineering
• 10+ years of working experience, which should include a mixture of technical experience in engineering or manufacturing, and client facing experience, such as in consulting, or program management
• Passionate about Lean, process improvement, quality, and bringing technology into manufacturing
• Excellent verbal and written communication that flexes to be effective across levels of an organization
• Commercial business exposure and interest, including understanding of budget cycles and planning
• 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:

• MBA or equivalent business experience
• Program Management experience

$140,000 - $165,000 a year

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.

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.