Customer Success Manager - Aerospace & Defense

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

About the role:

Lumafield is seeking a Customer Success Manager (CSM) with experience in Aerospace and/or Defense spanning manufacturing, quality, and engineering to drive outcomes and strategic growth for our customers in this sector.

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 account growth.

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.

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.

What you'll do:

* Serve as the primary point of contact and trusted advisor for your customer accounts, coordinating cross-functional collaboration across Lumafield teams including Application Engineering, Sales, Marketing, Product Management, and Finance

* Partner with customers to ensure Lumafield's technology is successfully integrated into defense program life cycles, tracking milestones from initial deployment to long-term adoption.

* Identify, track, and quantify business impact, demonstrating ROI of Lumafield's products and services

* Proactively manage renewals and expansion potential within your portfolio

* 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 similar

* 10+ 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

* Proven experience managing accounts, contracts, or technical programs within the defense ecosystem, either directly with the DoD/military branches or via Tier 1 defense primes.

* Familiar with the business models, products, and manufacturing processes in aerospace and defense

* Knowledge of common standards such as AS9100

* Excellent verbal and written communication that flexes to be effective across levels of an organization

* Ability to independently create and deliver executive level presentations

* Organized and are ready to dive head first into a rapidly scaling startup…