Director, Customer Success Lumeris Tech

Lumeris; United States; Remote; USD 153,000 - 211,000; Full time

Job summary

A leading healthcare technology company is seeking a Director for Customer Success. The ideal candidate will own operations within customer accounts, lead a high-performing team, and collaborate with cross-functional partners to enhance customer satisfaction and interaction with their AI-powered solutions.

Benefits

Medical, Vision and Dental Plans

401k with company match

Paid Time Off (PTO)

Employee Assistance Program

Learning and Development Opportunities

Qualifications

• 12+ years in Customer Success or Account Management.
• 5 years in leadership roles within healthcare technology.
• Experience with AI-driven solutions in healthcare.

Responsibilities

• Lead and mentor the Customer Success team to enhance customer engagement.
• Take full accountability for customer account success post-implementation.
• Drive customer expansion opportunities for maximum value.

Skills

Leadership

Mentorship

Customer Retention

Collaboration

Data Analytics

Education

Advanced degree in Business, Clinical, or Healthcare Management

Tools

Salesforce

Gainsight

HubSpot

Job description

Join to apply for the Director, Customer Success Lumeris Tech role at Lumeris

Join to apply for the Director, Customer Success Lumeris Tech role at Lumeris

Get AI-powered advice on this job and more exclusive features.

Your Future is our Future

At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact.

Your Future is our Future

At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact.

Position:
Director, Customer Success Lumeris Tech

Position Summary:
Own ongoing operations within customer accounts measured in account expansion, adoption, satisfaction and success through strategic leadership. In a player/coach role, directly lead key accounts and build a high-performing Customer Success team to ensure long-term customer satisfaction and retention. Partner closely with the Product, Enablement, and Technical teams to ensure customers are effectively onboarded and continuously derive value from Tom.

Job Description:
Customer Success Management

• Ownership of Customer Accounts: Take full accountability for the success of customer accounts post-implementation, ensuring ongoing satisfaction and success with Tom.
• Team Leadership: Document, build, and scale the structure for Customer Success Managers (CSMs), leading and mentoring them to ensure they deliver exceptional service and achieve customer goals.
• Customer Expansion: Own the customer accounts and work to identify opportunities for expansion, ensuring customers derive maximum value from Tom’s AI-powered healthcare solutions.
• First Client Leadership: Serve as the lead Customer Success Manager for the first clients, ensuring their onboarding, utilization, and satisfaction with the product. Your leadership will set the standard for customer success across the company.
• Player-Coach Role: Actively engage with customers and lead by example, while also building a team that will take over ongoing customer management, ultimately transitioning into a leadership role for the customer success function.
  
  

Collaboration with Cross-Functional Teams

• Partnership with Product: Collaborate closely with the Product team to define success metrics, reporting structures, and data visualizations that accurately reflect customer outcomes, engagement, and satisfaction.
• VBC Product Collaboration: Partner with the Value-Based Care (VBC) Product Manager to align customer success goals with VBC initiatives, ensuring Tom’s integration drives measurable impact in value-based care settings.
• Best Practices Implementation: Drive the adoption of best practices within the Customer Success team, ensuring consistent and high-quality service delivery across customer accounts.
• Enablement & Activation Collaboration: Work alongside the Enablement and Technical Implementation teams to ensure successful customer activation and ensure customers are up-to-date on all relevant product and service offerings, including new Tom-like services.
  
  

Performance Monitoring & Reporting

• Tracking & Reporting: Track, report, and follow up on the adoption, value, utilization, and engagement of Tom services with customers. Use data-driven insights to optimize customer experience and outcomes.
• Customer Health Monitoring: Continuously monitor and assess customer health, utilizing success metrics and feedback loops to identify risks and opportunities for proactive engagement and account growth.
• Lead and grow the Customer Success Manager team, ensuring they have the tools, resources, and support needed to succeed. Foster a high-performance culture centered around customer satisfaction and business impact.
• Training & Development: Ensure that the Customer Success team is well-equipped with the knowledge and training to handle new product offerings, updates, and services, keeping customers informed and engaged.
  
  

Qualifications

• 12+ years of relevant experience in Customer Success, Account Management, or a related field, with at least 5 years in a leadership or team-building role within the healthcare technology space.
• Proven experience managing P&L ownership and leading customer success efforts at scale, particularly in start-ups and SaaS or AI-driven solutions in healthcare or a similar industry.
• Strong player-coach mindset, with the ability to mentor and develop a team while also actively managing key customer accounts.
• Exceptional leadership, coaching, and mentorship skills, with a focus on building a high-performing team that can deliver exceptional results across customer accounts.
• Deep understanding of customer success principles, with a proven track record of driving customer retention, engagement, and expansion.
• Experience in managing complex customer accounts and navigating the full customer lifecycle, from onboarding to long-term relationship management.
• Solid understanding of AI-driven healthcare platforms, SaaS products, and the healthcare technology landscape.
• Ability to quickly become an expert on Tom and similar services, with a passion for educating both internal teams and customers on new product features and best practices.
• Strong collaboration skills, with the ability to partner with internal teams such as Product, Enablement, and Technical Implementation to drive customer success outcomes.
• Excellent communication and presentation skills, capable of conveying complex information to both technical and non-technical stakeholders.
• Expertise in using data-driven insights to track customer success metrics, measure adoption, and assess overall product utilization.
• Experience with CRM and success management tools (Salesforce, Gainsight, HubSpot, etc.) and ability to create reports and dashboards that drive decision-making.
  
  

Preferred Qualifications

• Advanced degree in Business, Clinical, Healthcare Management, or related field.
• Experience in healthcare technology, particularly AI/ML-driven solutions.
• Familiarity with Value-Based Care (VBC) and healthcare operations.
• PMP or similar project management certification.
  
  

Working Conditions

• While performing the duties of this job, the employee works in normal office working conditions.
  
  

Pay Transparency:
Factors that may be used to determine your actual pay rate include your specific skills, experience, qualifications, location, and comparison to other employees already in this role. In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements.

The hiring range for this position is:

$153,800.00-$210,650.00

Benefits of working at Lumeris

• Medical, Vision and Dental Plans
• Tax-Advantage Savings Accounts (FSA & HSA)
• Life Insurance and Disability Insurance
• Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days)
• Employee Assistance Program
• 401k with company match
• Employee Resource Groups
• Employee Discount Program
• Learning and Development Opportunities
• And much more...
  
  

Be part of a team that is changing healthcare!

Member Facing Position:

No- Not Member or Patient Facing Position

Location:
Remote, USA

Time Type:
Full time

Lumeris and its partners are committed to protecting our high-risk members & prospects when conducting business in-person. All personnel who interact with at-risk members or prospects are required to have completed, at a minimum, the initial series of an approved COVID-19 vaccine. If this role has been identified as member-facing, proof of vaccination will be required as a condition of employment.

Disclaimer:

• The job description describes the general nature and level of work being performed by people assigned to this job and is not intended to be an exhaustive list of all responsibilities, duties and skills required. The physical activities, demands and working conditions represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential job duties and responsibilities.
  
  

Lumeris is an EEO/AA employer M/F/V/D.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

Referrals increase your chances of interviewing at Lumeris by 2x

Get notified about new Director of Customer Success jobs in United States.

United States $170,000.00-$200,000.00 6 days ago

United States $130,000.00-$208,000.00 6 days ago

United States $125,000.00-$175,000.00 1 week ago

Head of Global Customer Success Operations

Director, Customer Success - Acute & Payer

United States $162,000.00-$180,000.00 1 week ago

Director of Professional Services & Customer Operations

United States $125,000.00-$175,000.00 1 week ago

Washington, DC $7,000.00-$12,000.00 1 week ago

Washington, United States $120,000.00-$150,000.00 1 week ago

GlobalVetLink Director of Customer Success

Denver, CO $150,000.00-$160,000.00 5 months ago

Texas, United States $120,000.00-$150,000.00 1 week ago

Senior Director, Customer Success Manager - Remote

Senior Group Manager - Head of Customer Success, GM Energy

United States $184,300.00-$282,400.00 3 days ago

Director of Customer Success- Digital Health

Senior Director, Strategic Customer Operations

United States $184,000.00-$230,000.00 6 days ago

United States $120,000.00-$130,000.00 8 hours ago

Regional Lead, Customer Success Director

United States $144,000.00-$216,000.00 2 weeks ago

United States $210,000.00-$250,000.00 2 weeks ago

Boston, MA $110,000.00-$140,000.00 1 month ago

New Jersey, United States $204,900.00-$345,700.00 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.