Director, Customer Success

Your Future is Our Future

At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact.

Director, Customer Success

Lumeris is physician‑founded, mission‑driven, and building the future of primary care. Our platform, Tom, is an agentic AI that works alongside care teams — automating routine tasks, surfacing the Best Next Action for every patient in real time, and delivering proactive outreach before, during, and after patient visits. Built on billions of clinical data points and over 100 EHR integrations, Tom powers Primary Care as a Service — helping health systems improve outcomes, reduce burden on physicians, and deliver value‑based care at scale.

As our Director of Customer Success, you will own the strategic relationship with health system partners post‑implementation — the trusted advisor C‑suite leaders call when thinking about what’s next. This is a player‑coach role: directly leading key accounts while building a high‑performing Customer Success team from the ground up. You’ll own account strategy, growth, and renewal targets; maintain executive relationships with CMOs, CFOs, and CIOs;

lead commercial negotiations and deal structuring; and align internal teams to deliver on strategic account plans. Your work determines whether health systems see Tom as a vendor or as mission‑critical infrastructure.

• 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…