Position:Director, Customer Success
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
Drug Screen Requirement: No
MVR Required:No
Credit Check Required:No
Location:Remote, USA
Time Type:Full time
