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.

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.

Director, Customer Success

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.

Customer Success Management

• 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.

Collaboration with Cross-Functional Teams

• 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.

Performance Monitoring & Reporting

• 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…