Customer Success Manager, Strategic Accounts

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, Strategic Accounts

What YOU will do at Luma Health

We are looking for a highly driven and empathetic Customer Success Manager for Strategic Accounts to serve as a trusted advisor to our largest and most strategic customers.

As a CSM at Luma Health, you are responsible for ensuring that clients are successful in using and obtaining value from Luma products. You will serve as a primary point of contact to help clients navigate Luma Health's solutions and services while providing strategies and best practices to strengthen impact across their system. You will provide expert guidance to clients that enable them to maximize product use based on strategic initiatives. You will proactively monitor and engage users at each account to help them get the most out of Luma, as well as coordinate with your colleagues to support client requests. You will build strong and mature relationships with several stakeholders at the executive level.

The successful candidate will be a forward-thinking, experienced CSM who has a track record of successfully managing multiple large ARR customers within a book of business. This person is passionate about tackling difficult problems in healthcare and is excited by the ambiguity and opportunity that comes with working in a dynamic, fast-growing technology company. 

You also get to be the voice of the customer: Our Engineering, Product Management, Marketing, and Sales teams will consult with you to help them build out better processes, programs, and features that keep our customers and their patients at the center of the solution

Who You Are

• 5+ 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
• Have exceptional written and verbal communication skills
• Ability to quickly identify underlying drivers of problems, quickly develop hypotheses, and execute on a path to solve 
• You have 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
• 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

Nice to have:

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

We Take Care of You!

• 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

Don't meet every single requirement? At Luma Health we are dedicated to building an inclusive workplace so if you're excited about this role but your past experience doesn't align  with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Luma Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Everyone is welcome here.

Come join us if you want to make a difference in health care.

Please note that you will never be asked to submit payment or share financial information to participate in our interview process. All emails from Luma Health will come from "@lumahealth.io" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the scammer and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from Luma Health recruiting, forward it to careers@lumahealth.io.