Customer Success Manager, Lumafield

• This role requires the technical depth to understand engineering analyses, as well as the business acumen to translate technical success into measurable business value and lead conversations with executive stakeholders at customer organizations
• Engineering B.S. degree or equivalent technical experience
• 8+ years of experience, which can include technical experience in engineering or manufacturing, and client facing experience, such as in account management, consulting, or program management
• Expertise in packaging development and/or production, primarily for the CPG industry
• 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 are ready to dive head first into a rapidly scaling startup environment

Desirable

• Lumafield is looking to bring on a Customer Success Manager (CSM) to drive customer outcomes and revenue growth for Lumafield’s industry changing products
• The CSM will own the 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
• Partner with engineering, quality, and operations teams at customer organizations to identify opportunities to improve product quality, accelerate root cause analysis, or achieve efficiencies in design and sustaining engineering
• Serve as the primary point of contact and trusted advisor for your customers
• Project manage delivery and adoption of Lumafield’s technical solutions to ensure integration into customer workflows
• Proactively manage renewal processes, mitigate churn risk, and maintain account health
• Identify, track, and communicate business impact of Lumafield’s solutions
• Uncover upsell, cross-sell, and new use case opportunities to expand product usage across teams or product lines
• Build strong customer relationships through purposeful, outcome-focused engagement
• Contribute to the development of scalable internal processes