Customer Success Manager

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 closely with customers, champion their needs internally, and manage accounts to achieve business outcomes and revenue growth.   This CSM will support a mix of automotive and industrial customers. Working at the intersection of advanced industrial technology, manufacturing, and customer strategy, the CSM will lead business reviews, develop and execute mutual customer success plans, and drive net revenue retention through strategic account growth.   The CSM will own the complete customer lifecycle from post-sale onboarding through renewals and expansion, serving as an advisor and trusted partner for stakeholders, helping build advocacy within their accounts, and ensuring customers achieve business value from Lumafield’s products.   This role requires the technical depth to understand engineering analyses and manufacturing processes, as well as the business acumen to translate technical success into measurable business value and lead conversations with executive stakeholders at customer organizations.    

What you'll do:

• Own the relationships, revenue, contracts, and outcomes associated with your accounts
• Serve as the primary point of contact and trusted advisor for your customer accounts
• Partner with customer 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
• Build a deep technical understanding of customers’ products, designs, manufacturing processes, and quality needs
• Lead business reviews and develop mutual customer success plans tied to measurable business outcomes
• 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
• Build strong customer relationships through mutually valuable touchpoints such as business reviews, success and goal planning, product roadmap reviews, and adoption check-ins
• Help build and improve scalable customer success processes, templates, playbooks, and best practices
• Follow up consistently and maintain strong ownership across customer commitments

About you:

• B.S. degree in Engineering
• 10+ years of professional experience, including technical experience in engineering or manufacturing and client-facing experience such as consulting or program management
• Experience working in automotive or industrial manufacturing
• Experience at an automotive OEM or Tier 1 supplier is strongly preferred; strong experience with manufactured B2B industrial products is also relevant
• Deep familiarity with manufacturing processes, terminology, quality systems, and supplier ecosystems
• Passionate about Lean, process improvement, quality, and bringing technology into manufacturing
• Excellent verbal and written communication skills that flex 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 ready to dive head first into a rapidly scaling startup environment

Bonus:

• MBA or equivalent business experience
• Program Management experience 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.