Full-Time Customer Success Manager

WE'RE LUMA HEALTH.Needing healthcare can be hard — getting care shouldn’t be.We built Luma Health because we are all patients. We believe it should be easy to see and connect with our doctor. To get the care we need, when we need it.So, we’ve created solutions to fix this problem. Our technology makes messaging easier, scheduling appointments more efficient, and it modernizes care delivery from beginning to end.

Customer Success Manager

What YOU will do at Luma HealthWe are looking for a highly driven and empathetic Customer Success Manager to serve as a trusted advisor to our strategic customer base, comprising large health & hospital systems and Academic Medical Centers across the country. As a Strategic Customer Success Manager (CSM), you will 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, responsible for building strong relationships at all levels within the customer’s organization, and acting as a trusted advisor. You will be responsible for driving customer adoption, usage, satisfaction, retention, and growth, while leveraging deep industry and product knowledge to support our clients’ long-term success.

Key Responsibilities:

1. Customer Relationship Management: 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.
2. Onboarding & Adoption: 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.
3. Strategic Planning & Account Growth: 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.
4. Customer Success Strategy: 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.
5. Data-Driven Insights: 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.
6. Advocacy & Thought Leadership: 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.
7. Collaboration & Cross-Functional Support: 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.

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