Luma Health

Customer Success Manager

• Develop and nurture relationships with key stakeholders at healthcare organizations, including executive teams, clinical leaders, and operational managers.
• Serve as the primary point of contact for high-value clients, ensuring their needs are met and addressing concerns in a timely, professional manner.
• Lead the team through the onboarding of new customers, working closely with internal teams to ensure seamless implementation and integration of our solutions into customer workflows.
• Drive product adoption and usage, working with clients to optimize their use of the platform and ensuring they achieve their desired outcomes.
• Work closely with clients to understand their business goals, challenges, and strategic priorities, tailoring solutions to meet their needs.
• Identify opportunities for upselling and cross-selling, positioning new products and features that align with customer objectives.
• Develop and implement customer success plans that align with customer goals and KPIs, ensuring measurable outcomes.
• Monitor customer health metrics (e.g., engagement, retention, satisfaction) and proactively address issues that may lead to churn or dissatisfaction.
• Conduct regular business reviews with customers to track progress, showcase value, and identify areas for improvement.
• Analyze customer data and feedback to derive actionable insights that help improve product offerings and customer success processes.
• Use data to drive customer outcomes, presenting reports and updates to both clients and internal stakeholders.
• Serve as an advocate for the customer within the company, ensuring their needs and feedback are communicated to relevant teams, such as Product and Engineering.
• Stay informed on industry trends, regulations, and technology developments in healthcare, positioning yourself as a trusted advisor to clients.
• Work closely with internal teams, including Sales, Product, and Support, to ensure customer needs are met and issues are resolved promptly.
• Provide training and education to both customers and internal stakeholders on the best practices for using our products and services.

Customer Success Executive

Product Operations

• Drive operational excellence, and readiness for new product rollouts to ensure users and internal teams know about changes/new functionality in the product
• Work with Product, Customer Success, Delivery, Sales, Marketing, Partnerships and Engineering teams to create alignment, and improve communication and processes around product development, launch, and iteration
• Maintain and update external and internal facing product roadmaps
• Identify and surface trends from company data (zendesk tickets, clickup, product usage, etc.)
• Build, maintain, and monitor reports, dashboards, and metrics to evaluate opportunities for improvement or risks.
• Evangelize with appropriate leadership teams and stakeholders
• Consult with the Product Knowledge team (documentation & training) for the content creation process across the product teams as well as surfacing updates around any changes or launches
• Coordinate roadmap rituals and own maintaining roadmap assets with the product teams
• Collaborate closely with product and design teams to ensure operational team processes are factored into new product development plans and designs, and to integrate solutions to identify user experience issues in upcoming versions
• Identify opportunities to improve product quality & user experience
• Create and maintain processes for the product team, and between the product team and stakeholders. (i.e. intaking and triaging enhancement requests, and tracking resolution.)
• Build frameworks and establish communication rituals to align the product team and ensure organizational awareness.
• Facilitate quarterly rituals to update Product Roadmap
• Own in-product guide’s, tours and product badges
• Work with HR, IT and the Product Knowledge team to ensure holistic everboarding at Luma Health for teams that work cross functionally with Product and/or Engineering (including Product, Engineering, Design, Customer Success, Marketing, etc.).

Product Operations Manager

Designer

• Design end-to-end conversational experiences for both voice and text-based AI agents across patient-facing products
• Craft dialogue flows, conversational patterns, and error handling that feel natural while achieving business goals
• Define and evolve the personality, tone, and voice guidelines for our AI agents across different contexts and use cases
• Collaborate with cross-functional teams including product, engineering, AI/ML specialists, and product designers to shape AI product strategy
• Conduct user research and testing to understand how patients and healthcare staff interact with conversational interfaces, iterating based on real-world feedback
• Design for edge cases, errors, and conversational repair: the messy moments where AI experiences often break down
• Create conversation design documentation including sample dialogues, decision trees, and persona guidelines
• Partner with product designers to ensure conversational experiences integrate seamlessly with visual UI
• Measure and optimize conversational experiences using analytics, user feedback, and conversation logs

Conversational Designer

Product Manager

• Own the vision & roadmap for Workflow Builder (authoring, orchestration, governance) and Gallery (curated templates, publishing, search).
• Design the “blocks”: triggers, conditions, and actions needed to empower Luma customers to build customer patient-facing workflows.
• Customer discovery & UX: run research with front-desk teams and care ops; convert insights into simple, resilient flows and accessible messaging.
• Insights & experimentation: define KPIs, instrumentation, and A/B tests; analyze funnel drop-offs, carrier blocks, time-of-day effects, and cohort performance to drive the roadmap.
• Go-to-market readiness: partner with CS/Sales/Marketing on packaging, pricing, enablement, and launch plans; create demos, ROI stories, and migration paths from legacy flows.
• Cross-functional leadership: coordinate with Engineering, Security, Legal/Compliance, Support, and Partnerships.
• Deliver measurable outcomes: lower no-show rates, increase recall reactivation, improve response and completion rates, raise agent containment, and keep opt-outs and failure rates low.

Staff Product Manager, Workflow Builder

• Own the vision & roadmap for Reminders & Recalls, Navigator, and Broadcast across SMS/MMS, email, voice, and emerging channels (e.g., RCS, Apple Messages for Business).
• Scale the AI Agent (Navigator): define intents/skills, guardrails, escalation paths to staff, closed-loop tasks, prompt & tool design, evaluation harnesses, and safety reviews for PHI.
• Customer discovery & UX: run research with patients, front-desk teams, and care ops; convert insights into simple, resilient flows and accessible messaging.
• Insights & experimentation: define KPIs, instrumentation, and A/B tests; analyze funnel drop-offs, carrier blocks, time-of-day effects, and cohort performance to drive roadmap.
• Go-to-market readiness: partner with CS/Sales/Marketing on packaging, pricing, enablement, and launch plans; create demos, ROI stories, and migration paths from legacy flows.
• Cross-functional leadership: coordinate with Engineering, Security, Legal/Compliance, Support, and Partnerships.
• Deliver measurable outcomes: lower no-show rates, increase recall reactivation, improve response and completion rates, raise agent containment, and keep opt-outs and failure rates low.

Product Manager, Patient Communications

Product Marketing

• Create alignment across sales, product, engineering, and marketing functions to understand the product strategy, and develop messaging frameworks that support value drivers and customer stories.
• Lead the planning and launch of new capabilities, releases, and products, and manage the cross-functional execution of the plan.
• Partner with the Director of Marketing Communications and Content team to create sales presentations, written and multimedia content, and other collateral related to our products to drive top-of-funnel engagement and accelerate the buyer’s journey.
• Be the expert on our buyers across all segments. Help to refine our target market, refine our ICP, and persona definitions.
• Develop the “voice of customer” playbook and leverage it to inform messaging and product education.
• Support the development and delivery of speaking engagements that evangelize our products and offerings across our target markets
• Maintain knowledge of the industry and competitive landscape. Be an expert on our partners and competition, and how they are positioned.

Director, Product Marketing

Product Designer

• Collaborate with a specialized cross-functional team to conceptualize, design, prototype, test, and ship features for our patient-facing and our staff-facing experiences
• Engage and do product discovery directly with customers to understand their challenges and workflows.
• Translate requirements into actionable design goals and immediate needs.
• Assist in measuring the impact of new features and how well they achieve their goals.
• Contribute to our design system, ensuring it grows as we do.
• Share and review work with fellow designers and cross-functional partners to continuously improve the quality of our products.

Project Manager

• Serve as the project owner and main customer liaison throughout the implementation process, ensuring clear communication and alignment from kickoff through post-go-live support.
• Partner with Solution Consultants and Technical teams—without leading design—to ensure the customer receives a solution aligned with their business needs.
• Manage project scope, timeline, milestones, and risks, ensuring on-time, high-quality delivery of the Luma platform.
• Drive effective stakeholder engagement across internal teams (Sales, Customer Success, Engineering, and Product) and customer organizations.
• Proactively identify and resolve project blockers, escalate issues as needed, and keep all parties informed with regular status updates and reporting.
• Lead project meetings and customer touchpoints, fostering strong relationships and high levels of customer satisfaction.
• Champion delivery process improvements and help evolve project management frameworks to enable scalable and repeatable success across customer engagements.
• Ensure alignment with standard methodologies, delivery processes, and documentation protocols.

Account Executive

• Master the art of converting a cold lead to a happy customer.
• High volume of daily outbound touches (email and rapid cold calling)
• Daily sourcing and maintaining top-of-funnel pipeline to uncover new opportunities
• Track and understand your opportunity pipeline to accurately forecast quarterly revenue
• Close deals and meet your quarterly revenue generating goals
• Evolve beyond your comfort zone to exceed expectations

• Serve as a trusted advisor and primary point of contact for a portfolio of strategic healthcare clients (large health & hospital systems and Academic Medical Centers)
• Develop and nurture relationships with executive teams, clinical leaders, and operational managers
• Lead onboarding and implementation efforts to integrate solutions into customer workflows
• Drive product adoption, usage, and customer outcomes
• Work with clients to understand business goals and identify upsell/cross-sell opportunities
• Develop and implement customer success plans and monitor customer health metrics
• Conduct regular business reviews and present data-driven reports to clients and internal stakeholders
• Analyze customer data and feedback to derive actionable insights and improve product and processes
• Advocate for customers within Product, Engineering, and other teams; stay informed on industry trends and regulations
• Collaborate with Sales, Product, and Support to resolve issues and provide training and education to customers and internal stakeholders

Growth Marketing

• Partner with Sales to identify, prioritize, and engage high-value strategic accounts and move them deeper into the funnel.
• Design and execute personalized, multi-threaded ABM campaigns for buying groups across channels (email, LinkedIn, retargeting, etc.) and creative channels.
• Track engagement at the account and buying group level; use account insights and intent data to focus efforts and work with marketing ops to show ROI.
• Ensure ABM campaigns complement mid-market programs led by the Demand Gen Manager, avoiding duplication and maximizing funnel coverage.
• Execute creative ABM channels such as podcast guest invites, virtual roundtables, quarterly mailers, partner newsletters, industry award nominations, sponsored team events, industry reports, analyst access, executive outreach, peer-to-peer matching, roadshow micro-events, and industry demo days.
• Manage and optimize paid campaigns that support ABM and broader demand generation efforts; track campaign performance and ROI.
• Work with Demand Gen Manager to integrate paid programs into ongoing campaigns and nurture sequences.
• Partner with cross-functional teams (Demand Gen, Product Marketing, Brand, Creative, Events, CM, Sales) to align messaging and campaigns.
• Work with LinkedIn Ad rep to measure success based on pipeline contribution, opportunity creation, and ARR growth; share insights and optimize campaigns iteratively.

Growth Marketing Manager

Solutions Engineer

• Become an expert on the Luma Health platform and products
• Support and manage implementation of partners from contract through launch
• Develop product customization based on partner and client requests
• Partner internally with our technical team to optimize client implementations and resolve technical challenges, and with the product team to design ideal offering/features.
• Ensure on-time delivery of partnership implementations of Luma
• Keep clients and internal tech teams on track and communicate and nudge (politely!) as necessary to meet deadlines
• Regularly report on status of implementations and potential issues
• Help our partners and clients learn and navigate our product and the process change it can bring; proactively ensure new clients are getting value from Luma Health
• Identify weaknesses and failure points in current project implementation plans and spearhead process improvements
• Contribute to the development of scalable content resources for Luma partners and clients (e.g., user guides, presentations, best practice recommendations, and other tools for the client)
• Be creative; be willing to build out new approaches that help define a playbook for ongoing partner engagement and success

Customer Success Executive

Product Operations Manager

Conversational Designer

Staff Product Manager, Workflow Builder

Product Manager, Patient Communications

Director, Product Marketing

Product Designer

Project Manager

Account Executive

Customer Success Executive

Growth Marketing Manager

Channel Solutions Consultant