Sr. Customer Success Executive

Luma Health

5h

About The Position

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.

Requirements

• 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 Haves

• Healthcare, EMR, EHR Consulting, or Product Management experience
• Process building experience
• Upsell experience

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Competitive Health Benefits: Luma Health covers 99% of the employee and 85% of the dependent premium costs.
• Flexible Time Off
• Wellness Programs
• Discounted Perks
• 401(k) and Company Equity
• target bonus
• stock options
• medical, dental, and vision

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed