Join Luma Health, a fast-growing healthcare technology company, as a Senior Customer Success Executive. In this role, you will serve as a trusted advisor to our strategic customer base, manage a portfolio of healthcare clients, drive customer adoption and satisfaction, and identify opportunities for upselling and cross-selling. You will also develop and implement customer success plans, monitor customer health metrics, and advocate for the customer within the company.
About the role
- Have exceptional written and verbal communication skills - Growth company DNA -- ability to thrive in a dynamic, fast-paced startup environment - 5+ years of relevant work experience in customer success or account management. SaaS experience preferred - Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great client satisfaction - Proven Success in growing annual account spend over time - Excellent project management skills and ability to collaborate across multiple internal and external stakeholders - 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 - Tech-savvy and possess strong analytical skills: i.e., can analyze source material and verify accuracy and completeness of details - Ability to quickly identify underlying drivers of problems, quickly develop hypotheses, and execute on a path to solve - Process building experience - Healthcare, EMR, EHR Consulting, or Product Management experience - Don’t meet every single requirement? At Luma Health we are dedicated to building an inclusive workplace so if you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles - Upsell experienceKey missions
- Establish and maintain strong relationships with key stakeholders at healthcare organizations, acting as a trusted advisor and primary point of contact for high-value clients.
- Drive customer adoption, usage, satisfaction, retention, and growth by leveraging deep industry and product knowledge to support clients' long-term success.
- Develop and implement customer success plans that align with customer goals and KPIs, ensuring measurable outcomes and identifying opportunities for upselling and cross-selling.