Senior Customer Success Executive

Luma Health; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

Luma Health in the United States is seeking a highly driven Senior Customer Success Executive to serve as a trusted advisor to our strategic healthcare clients, including large health systems and Academic Medical Centers nationwide.

You will manage a portfolio, lead onboarding, drive product adoption, and identify opportunities for growth while collaborating with Sales, Product, and Support to ensure measurable outcomes and high customer satisfaction.

Qualifications

• 5+ years of relevant work experience in customer success or account management.
• SaaS experience preferred.
• Proven success in growing annual account spend.
• Upsell experience.
• Healthcare, EMR, EHR consulting, or product management experience.
• Strong written and verbal communication skills.
• Process-building experience.
• Ability to quickly identify underlying drivers of problems.
• Proven ability to unblock relationships and drive issues to resolution.

Responsibilities

• Develop and nurture relationships with key stakeholders at healthcare organizations.
• Lead onboarding of new customers and ensure seamless implementation.
• Drive product adoption and optimize platform usage.
• Identify upsell opportunities and position new products.
• Develop and implement customer success plans with measurable outcomes.
• Monitor health metrics and address churn risks.
• Conduct regular business reviews with customers.
• Analyze customer data to derive actionable insights.
• Advocate for customers within the company.
• Collaborate with Sales, Product, and Support teams.

Skills

Relationship management

Onboarding & adoption

Strategic planning

Account growth

Data-driven insights

Cross-functional collaboration

Communication skills

Job description

We are looking for a highly driven and empathetic Customer Success Executive 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 Senior Customer Success Executive (CSE), 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

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

Onboarding & Adoption:

• Lead the team through 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

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

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

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

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

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

Ability to quickly identify underlying drivers of problems, quickly develop hypotheses, and execute on a path to solve

Proven Success in growing annual account spend over time

Excellent project management skills and ability to collaborate across multiple internal and external stakeholders

Growth company DNA — ability to thrive in a dynamic, fast-paced startup environment

Tech-savvy and possess strong analytical skills: i.e., can analyze source material and verify accuracy and completeness of details

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

Have exceptional written and verbal communication skills

5+ years of relevant work experience in customer success or account management. SaaS experience preferred

Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great client satisfaction

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

Process building experience

Healthcare, EMR, EHR Consulting, or Product Management experience

Upsell experience