Lumata Health is hiring a
Customer Success Manager

Summary

The job is for a full-time Customer Success Manager at Lumata Health, a data-driven virtual care management company specializing in chronic eye diseases. The role involves building relationships with existing accounts, handling partner inquiries, monitoring performance metrics, expanding to new providers, and preparing reports. Remote work is 75% of the time with an estimated 25% travel.

Requirements

• Bachelor’s degree in Business or a relevant field
• Minimum of 2-3 years of experience in account management, including responsibility for executive level engagement across a range of accounts; experience handling Enterprise-level relationships a plus
• Proven track record of successfully retaining and developing customer relationships, ideally in health care with preference toward specialty clinics and ophthalmology in particular
• Very comfortable working cross-functionally and able to pivot between groups as diverse as Care Teams, IT, and Sales
• Proactive mindset, oriented around assessing trends impacting your set of accounts and developing plans to enhance results
• Strong communication, presentation and persuasive abilities
• Analytical mindset with an ability to evaluate data, trends, and performance metrics and draw useful insights
• Customer-focused approach with a commitment to delivering an exceptional partner experience
• Comfortable in a fast-paced, changing environment characteristic of a healthcare startup
• Proficiency in using SalesForce, GoogleSuite, and other project management tools and technology in support of your accounts
• Ability and willingness to travel (approximately 25%) in support of launches, expansions, business meetings, and events

Responsibilities

• Quick response to client queries and issues whether by email or phone
• Ensure regular communication with practice’s administrative and clinical leads
• Review key performance dashboards and metrics and respond with a plan in response to prevailing trends
• Review practice performance and evaluate opportunities for expansion to incremental practices and providers
• Act as the primary liaison between our practice partners and the Lumata Care Team
• Own the weekly and monthly reporting for new practices, as well as monthly service utilization reports and other ad hoc requests
• Perform the due diligence necessary to prepare monthly and quarterly presentations, and collaborate with the Lumata team to deliver those presentations to practice leadership
• Develop and execute on a plan to provide exceptional oversight and troubleshooting during the initial 90-day period following a new practice launch

Benefits

• Medical insurance for full-time employees
• 8 paid holidays
• Discretionary time off (DTO)
• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Employee Wellness Program