Director, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $153.8k - $210.7k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Lumeris

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

Lumeris is a company focused on providing value-based care solutions within the healthcare industry. With over a decade of leadership in this field, Lumeris partners with health systems to improve patient outcomes and drive financial success through tech-enabled solutions. Their platform supports population health management, clinical delivery transformation, and payer contracting, offering comprehensive solutions for acute, post-acute, and high-risk patient management. Lumeris is recognized for creating significant cost savings and achieving excellent patient outcomes, including a 5-star CMS rating for its Medicare Advantage Prescription Drug Plan.

📋 Description

• Own ongoing operations and success of customer accounts post-implementation • Drive account expansion, product adoption, customer satisfaction, and long-term retention • Lead key customer accounts as a player-coach • Document, build, and scale the Customer Success Manager team structure • Mentor Customer Success Managers and build a high-performing team • Identify customer expansion opportunities and maximize value from Tom’s AI-powered healthcare solutions • Lead onboarding, utilization, and satisfaction for the first clients • Transition from direct account management into leadership of the customer success function • Collaborate with Product to define success metrics, reporting structures, and data visualizations • Partner with the VBC Product Manager to align customer success goals with value-based care initiatives • Drive adoption of Customer Success best practices • Work with Enablement and Technical Implementation teams on customer activation and product education • Track, report, and follow up on adoption, value, utilization, and engagement of Tom services • Monitor customer health and use metrics and feedback to identify risks and growth opportunities • Ensure the team has the tools, resources, support, knowledge, and training needed to succeed • Keep customers informed and engaged on new products, updates, and services

🎯 Requirements

• 12+ years of relevant experience in Customer Success, Account Management, or a related field • 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 • Experience in start-ups and SaaS or AI-driven solutions in healthcare or a similar industry • Strong player-coach mindset • Exceptional leadership, coaching, and mentorship skills • Deep understanding of customer success principles and a track record of driving retention, engagement, and expansion • Experience managing complex customer accounts across the full customer lifecycle • Solid understanding of AI-driven healthcare platforms, SaaS products, and the healthcare technology landscape • Ability to become an expert on Tom and similar services • Strong collaboration skills with Product, Enablement, and Technical Implementation teams • Excellent communication and presentation skills • Expertise using data-driven insights to track customer success metrics, adoption, and product utilization • Experience with CRM and success management tools such as Salesforce, Gainsight, or HubSpot • Ability to create reports and dashboards • Must be authorized to work in the United States • Advanced degree in Business, Clinical, Healthcare Management, or related field (preferred) • Experience in healthcare technology, particularly AI/ML-driven solutions (preferred) • Familiarity with Value-Based Care and healthcare operations (preferred) • PMP or similar project management certification (preferred)

🏖️ Benefits

• Medical, Vision and Dental Plans • Tax-Advantage Savings Accounts (FSA & HSA) • Life Insurance and Disability Insurance • Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days) • Employee Assistance Program • 401k with company match • Employee Resource Groups • Employee Discount Program • Learning and Development Opportunities • Performance-based incentive and/or equity may be available depending on the position • Reasonable accommodations for individuals with disabilities