Sr. Customer Success Executive

lumahealth; United States; On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health benefits

Work life balance

Flexible time off

Wellness programs

Discounted perks

401(k) and company equity

Job summary

Luma Health in the United States is seeking a Senior Customer Success Executive to serve as trusted advisor to strategic healthcare clients, including large health systems and academic medical centers.

You will own relationships, drive adoption, retention, and growth, lead onboarding, collaborate with Sales, Product, and Support, and translate data into actions that maximize value across client portfolios.

Qualifications

• 5+ years of experience in customer success or account management.
• Excellent project management and collaboration with multiple stakeholders.
• Exceptional written and verbal communication skills.
• Proven ability to build trust with senior executives and IT teams.
• Strong analytical skills to verify details and drive outcomes.

Responsibilities

• Develop and nurture relationships with key healthcare stakeholders at large systems and academic medical centers.
• Serve as primary point of contact for high-value clients and address needs professionally.
• Lead onboarding of new customers and ensure seamless integration into workflows.
• Drive product adoption, usage, and achievement of customer outcomes.
• Collaborate with Sales, Product and Support to align with client goals and opportunities.
• Conduct business reviews to showcase value and identify areas for improvement.
• Analyze customer data to derive insights that inform product and success strategies.

Job description

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.

Senior Customer Success Executive

What YOU will do at Luma Health

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.

Key Responsibilities

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.

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
• 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
• 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

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 ever