Sr. Customer Success Executive

The posting, as Luma Health wrote it

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 stake

[…]
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 every single requirement? At Luma Health we are dedicated to building an inclusive workplace so 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. You may be just the right candidate for this or other roles.

Luma Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Everyone is welcome here.

Come join us if you want to make a difference in health care.

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

Please note that you will never be asked to submit payment or share financial information to participate in our interview process. All emails from Luma Health will come from "@lumahealth.io" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the scammer and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from Luma Health recruiting, forward it to careers@lumahealth.io.