Customer Success Manager, Enterprise at Luma Health

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Luma Health

(5 open jobs)

Luma provides no-fuss communication tools via text messaging and secure chat (yup, it's all HIPAA-compliant). Stay connected without tricky patient portals

Job title
Customer Success Manager, Enterprise
Job listing last updated at
Mar 15, 2020
Job listing location
San Francisco
Job listing source
Job listing link
External link
Bay Area company location: 101 Montgomery Street, San Francisco CA

Job description

About Us:
Luma Health was founded on the idea that patients should easily be able to connect to their healthcare provider in a way that’s modern and mobile-first.
For doctors, it means a full schedule, better patient outcomes, and caring for more patients. For clinics, it means a more automated practice, more revenue, and higher MIPS scores. For patients, it means getting the care they need and experiencing next-level patient care.
Needing to see a doctor is hard. Being able to see one shouldn’t be.
The Role:

Every successful partnership is based on a successful relationship. Right?

Luma Health is looking for a passionate Customer Success Manager to help our large hospital and healthcare systems revolutionize how patients access healthcare across the United States. As soon as they have committed to a partnership with us you will be responsible for getting them on-boarded, trained and launched in a manner that sets them up for long-term success. You will regularly interact with our awesome client-base and be the primary liaison between them and our product, engineering, marketing, and design teams, as our Customer Success Managers make sure our customers are perfectly comfortable with the Luma platform.

When it comes to our product - you will be the specialist, understanding the ins and outs of our platform and how it works with specific clinics and hospitals. This ensures you can step in at any moment to troubleshoot issues, provide support, and act as a consulting partner as you guide and recommend the configurations and workflows that support their organization and their business initiatives. 

You will be responsible for scheduling, conducting and constantly improving a web or on-site training process that is best suited for any enterprise system we work with. Collaboration is key - you need to communicate key ideas/requests/issues between multiple internal departments as well as the customer.  

You also get to be the voice of the customer! Our Engineering, Product Management, Marketing, and Sales teams will consult with you to help them build out better processes, programs, and features that keep our clinics and hospitals, and their patients, at the center of the solution.

What we are looking for:
  • have a college degree
  • have 4+ years of customer success or other tech client-facing experience
  • have exceptional written and verbal communication skills
  • are detail-oriented and very organized
  • are tech-savvy and possess strong analytical skills: i.e., can analyze source material and verify accuracy and completeness of details
  • can point to a track record of gaining customer trust and inspiring confidence through your interactions
  • are able to prioritize and balance multiple projects
  • love problem solving
  • have the hunger and drive required to thrive in a fast-paced startup
  • are able to translate end-user requests to product and engineering solutions
  • have experience managing multiple implementation projects concurrently

What would set you apart:

  • health care IT EMR, EHR, consulting or project management experience 
  • experience working with large enterprise systems (in healthcare or otherwise) 

What We Offer:

Luma Health takes care of you and the people you care about. We're headquartered in the financial district of San Francisco (~1 block from Montgomery BART).

  • 401k and Roth 401k benefits
  • Equity (stock options)
  • Medical, dental, vision coverage
  • Life insurance, Disability insurance options
  • Unlimited vacation time (woohoo!) as well as flexible working hours
  • Catered lunch 2x a week!
  • Open area kitchen with snacks and a variety of fresh fruits delivered weekly
  • Wellness/Fitness, Learning & Development, Mobile Phone benefits
  • Pre-tax commuter benefits (we're very close to --Montgomery BART, Muni, and the Ferry!
  • Comfortable lounge areas for work and play

Luma Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Everyone is welcome here. 

Come join us if you want to make a difference in health care.
Note: we have been made aware of individuals fraudulently claiming to represent Luma Health recruiting. Please note that you will never be asked to submit payment or share financial information to participate in our interview process. All emails from Luma Health will come from "" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the scammer and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from Luma Health recruiting, forward it to

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