Director, Customer Success

Lumeris

1d•Onsite

About The Position

Lumeris is physician-founded, mission-driven, and building the future of primary care. Our platform, Tom, is an agentic AI that works alongside care teams — automating routine tasks, surfacing the Best Next Action for every patient in real time, and delivering proactive outreach before, during, and after patient visits. Built on billions of clinical data points and over 100 EHR integrations, Tom powers Primary Care as a Service — helping health systems improve outcomes, reduce burden on physicians, and deliver value-based care at scale. As our Director of Customer Success, you will own the strategic relationship with health system partners post-implementation — the trusted advisor C-suite leaders call when thinking about what's next. This is a player-coach role: directly leading key accounts while building a high-performing Customer Success teams from the ground up. You'll own account strategy, growth, and renewal targets; maintain executive relationships with CMOs, CFOs, and CIOs; lead commercial negotiations and deal structuring; and align internal teams to deliver on strategic account plans. Your work determines whether health systems see Tom as a vendor or as mission-critical infrastructure.

Requirements

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.

Nice To Haves

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.

Responsibilities

Take full accountability for the success of customer accounts post-implementation, ensuring ongoing satisfaction and success with Tom.
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.
Own the customer accounts and work to identify opportunities for expansion, ensuring customers derive maximum value from Tom’s AI-powered healthcare solutions.
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.
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.
Collaborate closely with the Product team to define success metrics, reporting structures, and data visualizations that accurately reflect customer outcomes, engagement, and satisfaction.
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.
Drive the adoption of best practices within the Customer Success team, ensuring consistent and high-quality service delivery across customer accounts.
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.
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.
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.
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.