Customer Success Partner

ELUMA LLC•, CA

1d•$85,000 - $90,000•Remote

About The Position

eLuma is the premier provider of live, online therapy services (also known as teletherapy and telepractice) and software solutions for kids and adolescents. We specifically provide online speech therapy, occupational therapy, physical therapy, mental health, and school psychology services to students in K-12 schools. With a national network of high-quality therapists & educators, an innovative software platform, and a game-changing case management system, eLuma empowers K-12 special education programs to provide related services in the most effective, cost-efficient, and dependable way. eLuma is one of the fastest-growing companies in this exciting niche. The Customer Success Partner (CSP) is responsible for driving customer retention, satisfaction, and revenue growth across assigned accounts. This role serves as a strategic advisor to school and district partners, ensuring clients realize measurable value from eLuma's services while identifying opportunities to expand partnerships through additional solutions and services. The CSP collaborates closely with Sales, Provider Success, Operations, Product, and Marketing to support long-term customer success, renewals, and account growth. Success in this role requires strong relationship management, consultative problem-solving, data-driven decision-making, and a passion for improving student outcomes.

Requirements

3+ years of experience in Client Success, Account Management, Customer Success, Education Services, Healthcare Services, or a related field
Bachelor’s degree, equivalent work experience, or a combination of both
Experience managing customer relationships and driving retention outcomes.
Experience supporting renewals, upsells, and account growth initiatives.
Experience serving K-12 school districts or educational organizations.
Strong communication, presentation, and consultative skills.
Ability to analyze data and translate insights into action plans.
Ability to travel up to 25% for team meetings, conferences, client visits, etc.

Nice To Haves

Preference given to candidates residing in California, Nevada, or Arizona.
Navigate difficult conversations to find common ground and create acceptable solutions.
Strong attention to detail and time management.
Effective oral and written communication skills.
Successful in prioritizing workload and project timelines while managing interruptions and schedule changes.
Ability to work effectively in ambiguous situations and cross-departmentally.

Responsibilities

Build trusted relationships with district leaders, special education administrators, and key stakeholders.
Develop and maintain account success plans aligned with customer goals and strategic priorities.
Conduct regular business reviews and strategic planning sessions with clients.
Monitor account health, service utilization, and customer satisfaction metrics.
Identify risks to retention and proactively develop mitigation strategies.
Partner with Sales to develop and execute account growth strategies.
Utilize customer data, outcomes, and success stories to support expansion conversations.
Forecast renewal and expansion opportunities accurately within CRM systems.
Serve as a thought partner to district leaders regarding staffing challenges, MTSS implementation, behavioral health initiatives, and student support services.
Anticipate future needs and proactively position resources and services to support evolving district priorities.
Partner with Operations, Recruitment, Provider Success, Product, and Sales teams to ensure successful service delivery.
Communicate customer feedback and emerging needs to internal stakeholders.
Lead pod meetings, account reviews, and renewal planning sessions.
Coordinate internal resources to resolve customer concerns and ensure a seamless customer experience.
Embody our values in all interactions, both internally and externally.
Develop customer champions and advocates within assigned accounts.
Facilitate participation in case studies, testimonials, webinars, advisory boards, and referral programs.
Promote customer success stories that demonstrate the impact of eLuma's solutions.
Maintain accurate customer records, account plans, and opportunity tracking within the CRM.
Monitor key performance indicators related to retention, expansion, adoption, and customer health.
Other duties as assigned