Director, Product Platform
First Stop Health
Customer Success Executive
Luma Health
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $110,000 per year
Job Level
Mid-LevelSenior
About the role
- 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
Requirements
- 5+ years of relevant work experience in customer success or account management
- SaaS experience preferred
- Excellent project management skills and ability to collaborate across multiple internal and external stakeholders
- Exceptional written and verbal communication skills
- Proven success building trust and driving results with senior executives, IT, and day-to-day users
- Ability to quickly identify underlying drivers of problems, develop hypotheses, and execute solutions
- Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great client satisfaction
- Tech-savvy with strong analytical skills
- Growth company DNA — ability to thrive in a dynamic, fast-paced startup environment
- Proven success in growing annual account spend over time
- Nice to have: Healthcare, EMR/EHR consulting or product management experience; process building experience; upsell experience
