Customer Success Manager

Somerville, MA

Customer Success

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At Laminar, we're leading the charge in physical AI, reshaping process industrials and manufacturing to drive operational efficiency and sustainability for our world’s most foundational industries. Powered by our Laminar AI Co-pilot models and state-of-the-art sensors, our solutions optimize facility performance across various processes, including process manufacturing, production, water management, energy reduction, and waste minimization. Based at Greentown Labs, North America's premier cleantech innovation community, we're a woman-founded startup backed by renowned investors like Greycroft, Construct Capital, 2048 Ventures, and Flybridge Capital. Our groundbreaking technologies have earned accolades and adoption from industry giants like Unilever, The Coca-Cola Company, ABinBev, PepsiCo, Danone, T. Marzetti, and more. We're committed to unlocking untapped data for our customers, empowering them to gain a competitive edge and create Industry 4.0.

Transforming our most foundational sectors of society is hard. Very hard. But we’re building an empire. And empire building is not easy. It’s deeply fulfilling, and you will learn and grow tremendously while driving sustainable impact globally with some of the largest players that make everything we eat, use, and wear. Our culture is to foster extraordinary growth within our teammates. We believe in autonomy, ownership, empowerment, demanding excellence, being mission-driven. We believe in creativity, authenticity, and extraordinary growth. We’re looking for relentless, ambitious, creative, and exceptional people to join our team and build the factory of the future.

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?

Why You'll Love it Here

A front-row seat at Greentown Labs, North America's largest cleantech innovation hub, in a Somerville neighborhood ranked one of the coolest in the world
Real recognition: 2026 World Economic Forum Technology Pioneer, Gold 2026 Edison Award, Unilever Startup of the Year, Innovator Awards by both Coca-Cola and ABInBev, and more
A team that celebrates together from rooftop lunches, ping pong matches, Lunch & Learns, and regular team events
Competitive salary, equity, and a 401(k) with company match
Health, dental, and vision coverage, plus short- and long-term disability and life insurance
Flexible time off and 12 company-paid holidays
A conference and learning budget to keep growing your craft
Greentown Labs membership and a transportation benefit for your commute

Our Interview Process

1. Phone screen with Laminar Head of Ops or Recruiter (15-20 minutes)

2. Intro call with Hiring Manager (30 minutes)

3. On-site interview, including short tour of GTL, 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

A recent study from LinkedIn showed that most women apply to jobs only when they meet 100% of the requirements, whereas men will hit the apply button if they hit 60%. Laminar (formerly H2Ok) is committed to building a diverse and inclusive team. So, to the women and nonbinary folks out there feeling unsure if you're 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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