Customer Success Manager

About the role:

Lumafield is looking to bring on an industry experienced Customer Success Manager (CSM) to drive customer outcomes and revenue growth for Lumafield’s industry changing products.

The CSM will own the complete customer lifecycle from post-sale onboarding through renewals and 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.

Working at the intersection of advanced industrial technology 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.

This role requires technical depth to understand CT scanning workflows, engineering analyses, manufacturing processes, as well as the business acumen to translate technical success into quantifiable business value.

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
• Identify, track, and quantify business impact, demonstrating ROI of Lumafield’s products and services
• Proactively manage renewals processes and mitigate churn risk
• Identify upsell, cross-sell, and new use case 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
• 6+ years of client facing experience, such as in account management, consulting, or program management and/or working in CPG, including packaging, with plastics and/or comparable products and processes
• Understanding of the CPG industry’s typical business models, manufacturing processes, and supplier dynamics
• Excellent verbal and written communication that flexes to be effective across levels of an organization
• Ability to independently create and deliver executive level presentations
• Expertise in manufacturing processes
• Extremely organized and are ready to dive head first into a rapidly scaling startup environment

Bonus Points For:

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