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Customer Service
Customer Success Manager
@Luma Health
[Hiring] Customer Success Manager @Luma Health
Feb 25, 2025 - Luma Health is hiring a remote Customer Success Manager. 💸 Salary: competitive health benefits and equity options. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We are looking for a highly driven and empathetic Customer Success Manager to serve as a trusted advisor to our customer base, comprising large health & hospital systems and Academic Medical Centers across the country.
- Manage a portfolio of healthcare clients, responsible for building strong relationships at all levels within the customer’s organization.
- Drive customer adoption, usage, satisfaction, retention, and growth.
- Leverage deep industry and product knowledge to support clients' long-term success.
Key Responsibilities
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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.
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Onboarding & Adoption:
- Lead the 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.
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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.
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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.
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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.
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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.
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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.
Qualifications
- 3+ years of relevant work experience in customer success or account management. SaaS experience preferred.
- 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.
Nice to have
- 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.
- Work Life Balance.
- Flexible Time Off.
- Wellness Programs.
- Discounted Perks.
- 401(k) and Company Equity.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
competitive health benefits and equity options
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Feb 25, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
