Customer Experience Manager /Customer Support- San Jose

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.