Lumeris is seeking a Director of Customer Success to lead strategic relationships with health system partners post-implementation, driving customer satisfaction and success with Tom, an agentic AI that automates routine tasks and surfaces the Best Next Action for every patient in real time.
Requirements
- 12+ years of relevant experience in Customer Success, Account Management, or a related field
- 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
- 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
- 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
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
- And much more...
