Customer Success Manager

Summary

Join Luma Health as a Strategic Customer Success Manager and play a key role in ensuring our customers derive maximum value from our products and services. You will manage a portfolio of strategic healthcare clients, building strong relationships and acting as a trusted advisor. Responsibilities include onboarding new customers, driving product adoption, strategic planning for account growth, developing customer success plans, analyzing customer data, and advocating for customer needs within the company. This role requires 5+ years of relevant experience in customer success or account management, excellent project management and communication skills, and proven success in building trust and driving results. Luma Health offers competitive health benefits, flexible time off, wellness programs, discounted perks, 401(k), and company equity.

Requirements

• 5+ years of relevant work experience in customer success or account management
• Excellent project management skills and ability to collaborate across multiple internal and external stakeholders
• Exceptional written and verbal communication skills
• Proven success in building trust and driving results for a broad range of stakeholders: senior executives, IT, and day-to-day users of the software
• Ability to quickly identify underlying drivers of problems, quickly develop hypotheses, and execute on a path to solve
• Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great client satisfaction
• Tech-savvy and possess strong analytical skills: i.e., can analyze source material and verify accuracy and completeness of details
• Growth company DNA -- ability to thrive in a dynamic, fast-paced startup environment
• Proven Success in growing annual account spend over time

Responsibilities

• Develop and nurture relationships with key stakeholders at healthcare organizations, including executive teams, clinical leaders, and operational managers
• Serve as the primary point of contact for high-value clients, ensuring their needs are met and addressing concerns in a timely, professional manner
• Lead the strategic onboarding of new customers, working closely with internal teams to ensure seamless implementation and integration of our solutions into customer workflows
• Drive product adoption and usage, working with clients to optimize their use of the platform and ensuring they achieve their desired outcomes
• Work closely with clients to understand their business goals, challenges, and strategic priorities, tailoring solutions to meet their needs
• Identify opportunities for upselling and cross-selling, positioning new products and features that align with customer objectives
• Collaborate with Sales, Product, and Marketing teams to identify expansion opportunities and help customers scale their use of our solutions
• Develop and implement customer success plans that align with customer goals and KPIs, ensuring measurable outcomes
• Monitor customer health metrics (e.g., engagement, retention, satisfaction) and proactively address issues that may lead to churn or dissatisfaction
• Conduct regular business reviews with customers to track progress, showcase value, and identify areas for improvement
• Analyze customer data and feedback to derive actionable insights that help improve product offerings and customer success processes
• Use data to drive customer outcomes, presenting reports and updates to both clients and internal stakeholders
• Serve as an advocate for the customer within the company, ensuring their needs and feedback are communicated to relevant teams, such as Product and Engineering
• Stay informed on industry trends, regulations, and technology developments in healthcare, positioning yourself as a trusted advisor to clients
• Work closely with internal teams, including Sales, Product, and Support, to ensure customer needs are met and issues are resolved promptly
• Provide training and education to both customers and internal stakeholders on the best practices for using our products and services

Preferred Qualifications

• Healthcare, EMR, EHR Consulting, or Product Management experience
• Process building experience
• Upsell experience

Benefits

• Competitive Health Benefits: Luma Health covers 99% of the employee and 85% of the dependent premium costs
• Flexible Time Off
• Wellness Programs
• Discounted Perks
• 401(k) and Company Equity