Note: The job is a remote job and is open to candidates in USA. Lumeris is a healthcare technology company focused on creating a system of care that supports doctors, patients, and healthcare outcomes. The Director, Customer Success will lead customer account operations, drive adoption and expansion of AI-powered healthcare solutions, and build a high-performing Customer Success team. This role partners with Product, Enablement, and Technical teams to support onboarding, customer satisfaction, retention, and value-based care outcomes.
Responsibilities
- Own ongoing operations within customer accounts measured in account expansion, adoption, satisfaction and success through strategic leadership. In a player/coach role, directly lead key accounts and build a high-performing Customer Success team to ensure long-term customer satisfaction and retention. Partner closely with the Product, Enablement, and Technical teams to ensure customers are effectively onboarded and continuously derive value from Tom
- Ownership of Customer Accounts : Take full accountability for the success of customer accounts post-implementation, ensuring ongoing satisfaction and success with Tom
- Team Leadership : 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
- Customer Expansion : Own the customer accounts and work to identify opportunities for expansion, ensuring customers derive maximum value from Tom ’s AI-powered healthcare solutions
- First Client Leadership : 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
- Player-Coach Role : 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
- Partnership with Product : Collaborate closely with the Product team to define success metrics, reporting structures, and data visualizations that accurately reflect customer outcomes, engagement, and satisfaction
- VBC Product Collaboration : 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
- Best Practices Implementation : Drive the adoption of best practices within the Customer Success team, ensuring consistent and high-quality service delivery across customer accounts
- Enablement & Activation Collaboration : 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
- Tracking & Reporting : 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
- Customer Health Monitoring : 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
- Training & Development : 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
Skills
- We're excited to consider every qualified candidate authorized to work in the United States, although we are unable to sponsor visas for this role at this time
- 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
- 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
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
Company Overview