Senior Customer Success Executive

This is a fully remote position, open to applicants in California.

📋 Description

• Act as a trusted advisor for key customers, including major health systems and Academic Medical Centers.

• Oversee a portfolio of vital healthcare clients.

• Cultivate relationships with executive teams, clinical leaders, operational managers, IT personnel, and software users.

• Serve as the main point of contact for high-value clients.

• Lead the onboarding process and collaborate with internal teams for implementation and integration.

• Promote product adoption, usage, satisfaction, retention, and growth.

• Comprehend customer objectives, challenges, and strategic priorities to customize solutions.

• Spot upselling and cross-selling opportunities.

• Create and execute customer success plans that align with client goals and KPIs.

• Track customer health metrics and proactively mitigate risks of churn or dissatisfaction.

• Conduct regular business reviews.

• Analyze customer data and feedback to generate actionable insights.

• Present reports and updates to clients and internal stakeholders.

• Advocate for customers with Product, Engineering, Sales, and Support teams.

• Stay updated on trends, regulations, and technological advancements in the healthcare industry.

• Deliver product training and educational sessions to customers and internal teams.

⛳️ Requirements

• Over 5 years of pertinent experience in customer success or account management.

• Experience in SaaS is preferred.

• Outstanding project management skills.

• Ability to work collaboratively with various internal and external stakeholders.

• Exceptional written and verbal communication abilities.

• Proven track record of establishing trust and achieving results with senior executives, IT, and daily software users.

• Capacity to identify root causes of problems, formulate hypotheses, and implement solutions.

• Demonstrated history of resolving relationship issues, converting detractors into advocates, and ensuring high client satisfaction.

• Tech-savvy with strong analytical capabilities, including the ability to assess source materials and verify the accuracy and completeness of information.

• Ability to excel in a dynamic, fast-paced startup environment.

• Proven ability to increase annual account spending over time.

• Preferred experience in healthcare, EMR, EHR consulting, or product management.

• Experience in process building is a plus.

• Upselling experience is preferred.

🏝️ Benefits

• Luma Health covers 99% of employee premium costs and 85% for dependents.

• Work-life balance.

• Flexible time off.

• Wellness programs.

• Discounted perks.

• 401(k) plan and company equity.

• Target bonus.

• Stock options.

• Comprehensive medical, dental, and vision benefits.