Sr. Customer Success Executive

10 hours, 16 minutes ago
Full-time
Senior
Customer and Technical Support
Luma Health

Luma Health

Luma Health provides a Patient Success Platform that streamlines patient journeys for healthcare practices, reducing no shows, filling appointments, managing referrals, and enhancing online reputations.

Health Care Providers & Services
51-250
Founded 2015
$159M raised

Description

  • Manage a portfolio of strategic healthcare clients and serve as a trusted advisor and primary point of contact.
  • Build and maintain strong relationships with executive teams, clinical leaders, operational managers, and other stakeholders.
  • Lead onboarding for new customers and coordinate with internal teams to ensure smooth implementation and integration.
  • Drive product adoption, usage, satisfaction, retention, and account growth across assigned customers.
  • Develop customer success plans aligned to customer goals and KPIs and track measurable outcomes.
  • Monitor customer health metrics and proactively address risks related to churn or dissatisfaction.
  • Conduct regular business reviews to report progress, demonstrate value, and identify opportunities for improvement.
  • Identify upsell and cross-sell opportunities that align with customer objectives.
  • Analyze customer data and feedback to generate insights that improve products and customer success processes.
  • Collaborate with Sales, Product, Support, Engineering, and other internal teams to resolve issues and advocate for customer needs.

Requirements

  • 5+ years of relevant experience in customer success or account management.
  • SaaS experience preferred.
  • Strong project management skills with the ability to collaborate across multiple internal and external stakeholders.
  • Excellent written and verbal communication skills.
  • Proven ability to build trust and drive results with senior executives, IT teams, and end users.
  • Ability to identify root causes, develop hypotheses, and execute solutions quickly.
  • Demonstrated success turning detractors into advocates and resolving client issues effectively.
  • Tech-savvy with strong analytical skills and attention to detail.
  • Ability to thrive in a dynamic, fast-paced startup or growth-company environment.
  • Proven success in growing annual account spend over time.
  • Healthcare, EMR, EHR consulting, or product management experience preferred.
  • Process-building experience preferred.
  • Upsell experience preferred.

Benefits

  • Base salary range of $110,000 to $130,000 USD.
  • Target bonus included with full-time offers.
  • Stock options included with full-time offers.
  • Competitive health benefits with Luma covering 99% of employee premium costs and 85% of dependent premium costs.
  • Medical, dental, and vision coverage.
  • Flexible time off.
  • Work-life balance support.
  • Wellness programs.
  • 401(k) plan.
  • Company equity and discounted perks.

Interested in this position?

Apply directly on the company website

Apply Now

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