Senior Customer Success ExecutiveWhat YOU will do at Luma HealthWe 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
Pay Transparency Notice: Depending on your work location and experience, the target annual salary for this position can range as detailed below. Full time offers from Luma also include target bonus + stock options + benefits (including medical, dental, and vision.)
Base Pay Range: $110,000-$130,000 USD
