Customer Experience Manager

Job Description

Title: Customer Experience Manager

Location: San Jose, CA

The role is primarily office-based, with the flexibility to work remotely 1 day per week.

This is an individual contributor role with no direct people management responsibilities.

About Lumenis

Lumenis is a global leader in energy-based medical solutions, specializing in minimally invasive clinical solutions for the Ophthalmology and Aesthetic markets. We are committed to improving patient outcomes through innovation while building strong, lasting customer partnerships.

Position Overview

The Customer Experience Manager (CXM) is a key role in Lumenis' evolving post-sale strategy and a core pillar of our Customer Experience (CX) transformation.

As we shift from a transactional support model to a more proactive, relationship-driven, and revenue-generating approach, this role is designed to provide true ownership of the customer lifecycle post-sale.

The CXM combines and expands upon traditional Sales Support and Installation/Training functions into a single, customer-facing role focused on strengthening relationships, driving customer success, and contributing directly to business growth.

Why This Role Matters

• Deepens customer relationships through structured, proactive engagement
• Drives customer satisfaction, retention, and long-term growth
• Reduces non-selling workload currently carried by Sales (up to ~30%)
• Creates a consistent, high-quality post-sale experience across all customers

Key Responsibilities

• Own the post-sale customer relationship and serve as the primary point of contact
• Drive proactive engagement to maximize customer success and satisfaction
• Partner closely with Sales to support revenue-generating activities, including:
  • Repeat capital equipment sales
  • Warranty-to-service contract conversions
  • Consumables and clinical training sales
• Support and lead customer onboarding, launch activities, and ongoing engagement
• Coordinate customer events and initiatives that drive utilization and growth
• Ensure a seamless, high-quality experience across the full customer journey
• Identify and mitigate churn risks, cancellations, and debookings
• Provide insights and feedback to internal teams to continuously improve the customer experience
• Help reduce administrative burden on Sales, enabling greater focus on revenue generation

Success Measures

• Performance in this role is tied directly to business outcomes, including:
  • Lead generation for repeat capital sales
  • Warranty-to-service contract conversion rates
  • Growth in consumables and clinical training revenue
  • Customer engagement and event effectiveness
  • Reduction in debookings and lost opportunities
  • Customer satisfaction and experience metrics

Qualifications

• 3-7+ years of experience in customer success, account management, sales support, or similar
• Strong relationship management and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Highly collaborative with cross-functional teams
• Strong organizational and problem-solving skills
• Bachelor's degree or equivalent experience

Preferred Qualifications

• Experience in medical devices, aesthetics, or healthcare
• Familiarity with sales processes and customer lifecycle management
• Experience supporting revenue-generating initiatives

Why Lumenis

• Innovative, growth-focused global organization
• Direct impact on customer success and revenue
• Collaborative and team-oriented environment
• Competitive compensation and benefits

Equal Opportunity Employer

Lumenis is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other protected characteristic.