Customer Success Manager

Somerville, MA

Customer Success

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Machines learned to understand language. We’re teaching them to understand matter.

Forty percent of global manufacturing happens through physical and chemical processes inside pipes, tanks, and reactors. Despite decades of industrial automation, much of what happens inside them remains remarkably invisible. Manufacturing is the most ubiquitous and foundational sector in global economy, yet the way factories are fundamentally run have used the same control philosophies, manual operations, and legacy software for the past 60 years.

Laminar deploys state-of-the-art patented sensors and edge hardware directly into live production environments, generating data that didn’t previously exist to build foundation models deployed in factory floors that understand chemistry, composition, quality, and material state in real time. We use that understanding to run autonomy and rethink how things are made.

The last generation of industrial automation taught machines to execute instructions reliably. The next will teach them to understand the processes they control and run autonomously, adaptively, and agentically: higher quality, safety, more efficiently, sustainably, and productively.

That future is already taking shape. Today, Laminar works with 7 of the world’s 10 largest food and beverage manufacturers and operates across hundreds of factories globally across six continents. Our systems have materially reduced waste, cut manufacturing downtime, saved water, chemicals, energy, and helped prevent safety and quality failures. Our technology has gained international recognition, from being selected as a 2026 World Economic Forum Technology Pioneer, Gold 2026 Edison Award, Unilever Startup of the Year, to Innovator Awards by both Coca-Cola and AB InBev, and more.

We are backed by tier-one investors in physical AI to make intelligent, self-improving production the new standard for industry.

Join us to build what makes matter intelligible, and the intelligible controllable.

As our company grows and scales, we are excited for a Customer Success Manager to join the team!

What You Will Do

Help build champions in the account and the key stakeholders excited about the value potential of implementing our technology, both global and at the factory level.
Be the Industry Expert to prescribe best practices in deployment, validation of technology and value/ROI so that we don’t lose momentum in the overall engagement
Work closely with Account Executive(s) to run value-led discussions and negotiations such that we can preserve our margins in pricing negotiations
Bring high-level, industry specific, Applications Engineering knowledge into the sales and deployment process - specifically PLC/automation controls, IT architecture (high level), physical layout of beverage manufacturing
Create, evangelize and run “factory value calculations” that objectively measure ROI of our technology at the line and factory levelCreate and manage projects using Jira/Confluence using the H2Ok standard project management process and tools
Work closely with a Technical Project Manager (if needed) to deploy large global roll-outs and be responsible to remove obstacles to smooth execution of projects
Use industry expertise to discover and implementation of value-bearing new use cases that make our technology highly sticky in our customer footprint

About You

10+ years of experience in the Food and Beverage industry in an engineering or operational role
Experience in consultative selling - selling technology into manufacturing, justifying large capex/opex projects to senior leadership
Excited to take ownership of an entire customer lifecycle experience with our technology
Desire to work at a fast-paced startup on an aggressive growth trajectory
Customer focused, strategic and adaptable problem-solver especially in deployment of technology
Understand how manufacturing buys technology and use that to build value-led business propositions for our customers (value calculations, ROI, Capex/Opex levers etc.)
Team player with top-notch written and verbal communication skillsBachelor’s Degree in an Engineering field, MBA is a plus

Benefits

Direct impact on product and culture.
Comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Disability, Transportation benefit, Health and Wellness benefit, and more.
401k plan with employer matching
Equity
Competitive salary and bonus opportunities.
Dynamic and inclusive work environment.
Opportunities for growth and professional development.
Access to Greentown Labs' extensive network of cleantech startups.

Learn How We Think

Learn about our startup journey: Our Journey
How we're combating climate change: AI-Powered Climate Tech
A customer story: Ben & Jerry's uses H2Ok's precision automation to cut time & water usage

Technical Skills

Basic understanding of manufacturing processes around Food and Beverage - how stuff is made
Understand and can map a customers PLC/Automation footprint to the H2Ok standard
Basic understanding of automation, data collection, and process control on a factory floor (protocols include Ethernet/IP, Modbus TCP, and PROFINET, often alongside industrial Ethernet, to enable data flow from automation systems to business applications)
Ability to understand basic SaaS architecture with edge devices and articulate it to a customer.
Basic science understanding of spectroscopy and related sensing methods to optimize food and beverage production processes
Intermediate financial literacy to run business value calculations, ROI/NPV calculations to justify enterprise investments into manufacturing
Good understanding of Agile/Scrum methodologies with proficiency in Jira, Confluence, and related project tracking tools.

Nice To Have, But Not Required

A MBA degree
Experience with IoT, MES, SCADA/HMI (SaaS) solutions as a user, buyer or seller
Experience at large Enterprise factory facilities and direct buying/decision making power in equipment, technology purchases

Why Laminar?

There are many easier places to work on AI. Laminar is for people who want the hardest version of their discipline. Models here must survive contact with physics. Hardware must survive years of continuous industrial operation. Software must integrate with machinery built decades ago. Everything we build ultimately has to work on a factory floor.

We believe exceptional people should be given exceptional amounts of ownership. At Laminar, you will have the context to form your own view, the permission to challenge ours, and the resources to pursue the right answers, whatever technical or organizational boundaries stand in the way. There are few layers between identifying something important and changing it.

We’re fortunate to work with a small polymathic team of hardware and software engineers, chemists, AI researchers, factory operators, and go-to-market wizards who are unusually capable, curious, rigorous, ambitious, and low-ego. If that sounds like you, we’d love to meet you.

Our Interview Process

1. Phone screen with Laminar HR/Recruiter (15-20 minutes)

2. Intro call with Hiring Manager (30 minutes)

3. On-site interview, overview of tech, and interview/presentation with the Hiring Manager and a few team members. Depending on the role, a skills exercise that should take no longer than an hour to prep, would be sent ahead of time. We record your skills exercise to share with any team members who could not join the interview and/or with Founder's ahead of their Founder's Interview. If you are not local, we can conduct this virtually.

4. Finalists for Full-Time positions will have a Founder’s Interview in-person

Final steps:

Two professional references are requested, ideally one from your current organization and one who served as your Manager

If an Offer Letter is extended, a Background check is conducted

Laminar is committed to building a diverse and inclusive team. Even if you are unsure you are a perfect fit, we strongly encourage you to apply! If you're ready to play a key role in scaling a game-changing company that’s transforming the industrial sector and advancing sustainability, we want to hear from you.

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