Director, Customer Success

Lumeris

. Own ongoing operations and success of customer accounts post-implementation .

Posted 9/17/2026full-timeRemote • United StatesLead💰 $153,800 - $210,650 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management, focusing on account expansion, product adoption, and customer retention within the healthcare technology sector. Proven ability to lead teams, mentor staff, and utilize data-driven insights to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementLeadership in Healthcare TechnologyP&L OwnershipData-Driven InsightsSaaS Product Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success PrinciplesAccount ManagementAI-Driven Healthcare SolutionsComplex Customer Lifecycle ManagementReport and Dashboard Creation

Soft Skills

LeadershipCoachingMentorshipCollaborationCommunication

Tools & Technologies

SalesforceGainsightHubSpot

Certifications & Qualifications

PMP

Industry Keywords

Value-Based CareHealthcare OperationsSaaSAI/ML-Driven Solutions

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Own ongoing operations and success of customer accounts post-implementation
Drive account expansion, product adoption, customer satisfaction, and long-term retention
Lead key customer accounts as a player-coach
Document, build, and scale the Customer Success Manager team structure
Mentor Customer Success Managers and build a high-performing team
Identify customer expansion opportunities and maximize value from Tom’s AI-powered healthcare solutions
Lead onboarding, utilization, and satisfaction for the first clients
Transition from direct account management into leadership of the customer success function
Collaborate with Product to define success metrics, reporting structures, and data visualizations
Partner with the VBC Product Manager to align customer success goals with value-based care initiatives
Drive adoption of Customer Success best practices
Work with Enablement and Technical Implementation teams on customer activation and product education
Track, report, and follow up on adoption, value, utilization, and engagement of Tom services
Monitor customer health and use metrics and feedback to identify risks and growth opportunities
Ensure the team has the tools, resources, support, knowledge, and training needed to succeed
Keep customers informed and engaged on new products, updates, and services

Requirements

What you’ll need

12+ years of relevant experience in Customer Success, Account Management, or a related field
At least 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
Experience in start-ups and SaaS or AI-driven solutions in healthcare or a similar industry
Strong player-coach mindset
Exceptional leadership, coaching, and mentorship skills
Deep understanding of customer success principles and a track record of driving retention, engagement, and expansion
Experience managing complex customer accounts across the full customer lifecycle
Solid understanding of AI-driven healthcare platforms, SaaS products, and the healthcare technology landscape
Ability to become an expert on Tom and similar services
Strong collaboration skills with Product, Enablement, and Technical Implementation teams
Excellent communication and presentation skills
Expertise using data-driven insights to track customer success metrics, adoption, and product utilization
Experience with CRM and success management tools such as Salesforce, Gainsight, or HubSpot
Ability to create reports and dashboards
Must be authorized to work in the United States
Advanced degree in Business, Clinical, Healthcare Management, or related field (preferred)
Experience in healthcare technology, particularly AI/ML-driven solutions (preferred)
Familiarity with Value-Based Care and healthcare operations (preferred)
PMP or similar project management certification (preferred)

Benefits

Comp & perks

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
Performance-based incentive and/or equity may be available depending on the position
Reasonable accommodations for individuals with disabilities