Your Future is our Future

At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact.

Position:

Customer Success Manager

Position Summary:

Serve as the day-to-day Customer Success Manager for an assigned health system account, executing on adoption, satisfaction, and value realization for Tom™ post-implementation. The Customer Success Manager is the operational and adoption lead inside the account, working under the strategic direction of Customer Success leadership and partnering closely with Implementation, Clinical Success, Product, and Technical teams to ensure customers continuously derive value from Tom™.

Job Description:

Customer Success Management

• Account Stewardship: Serve as the primary day-to-day point of contact for an assigned health system customer post-implementation, ensuring ongoing satisfaction, adoption, and progress against the customer’s success plan.

• Adoption and Utilization: Drive measurable adoption of Tom™ across model clinics and target patient populations, partnering with the Clinical Success Manager to monitor performance and agreed KPIs.

• Technology Deployment Support: Support the Implementation Lead through technology go-lives by managing client-side readiness, communications, and stakeholder alignment activities. The Implementation Lead owns deployment delivery; the Customer Success Manager owns the relationship and the operating cadence around it.

• Client Communications: Prepare and deliver weekly status reports, performance readouts, and support the creation of quarterly business review materials in partnership with Customer Success leadership.

• Risk Identification and Escalation: Surface client-side risks early and bring them to Customer Success leadership with a recommended path forward.

Collaboration with Cross-Functional Teams

• Partnership with Product: Channel structured client feedback into the Product team, communicate known behaviors and product changes back to the client in a clear, client-ready way, and represent the voice of the assigned account in product working sessions.

• Partnership with Implementation and Technical Teams: Work alongside the Implementation Lead and Technology Lead to ensure successful customer activation across each wave and to keep the client informed on configuration changes, new releases, and Tom™ service updates.

• Partnership with Clinical Success: Coordinate with the assigned Clinical Success Manager on workflow integration, clinic-level adoption, and clinician engagement.

• Best Practices Adoption: Apply Customer Success playbooks and templates consistently across the assigned account, and contribute back any field-tested improvements to the broader Customer Success function.

Performance Monitoring and Reporting

• Tracking and Reporting: Track and report on the adoption, value, utilization, and engagement of Tom™ services for the assigned account. Use data-driven insights from Tom Analytics to optimize customer experience and outcomes.

• Customer Health Monitoring: Continuously assess customer health using defined success metrics and feedback loops, and flag risks and opportunities for proactive engagement.

Qualifications

• Five or more years of relevant experience in Customer Success, Account Management, Client Services, or a related field, with at least three years working with health systems, provider organizations, payers, or value-based care enablement companies.

• Demonstrated success owning the day-to-day relationship for an enterprise customer with multiple stakeholders across executive, clinical, operational, and technical functions.

• Working knowledge of value-based care, population health, primary care operations, or care management. Familiarity with eAWV, risk adjustment, quality programs, or care gap closure workflows is a strong plus.

• Experience supporting complex, multi-workstream technology deployments in a clinical setting, ideally including AI-enabled or SaaS solutions.

• Strong written and verbal communication skills, with the ability to move between executive narrative, clinical conversation, and operational detail.

• Comfort working in ambiguity, including building structure, reporting, and operating cadence where none exists.

• Bias toward proactive risk identification. Strong candidates can describe a time they saw a problem coming and reframed the conversation before it landed on the executive desk.

• Proficiency with CRM and customer success tooling such as Salesforce, Gainsight, or HubSpot.

• Bachelor’s degree required.

Preferred Qualifications

• Advanced degree in Business, Clinical, Healthcare Management, or a related field.

• Experience in healthcare technology, particularly AI or ML-driven solutions.

• Familiarity with Value-Based Care (VBC) and healthcare operations.

• Experience with EHR or claims data, or working in a HIPAA-regulated environment.

Working Conditions

• While performing the duties of this job, the employee works in normal office working conditions.

Pay Transparency:

Factors that may be used to determine your actual pay rate include your specific skills, experience, qualifications, location, and comparison to other employees already in this role. In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements.

The hiring range for this position is:

$98,400.00-$132,225.00

Benefits of working at Lumeris

• 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...

Be part of a team that is changing healthcare!

Member Facing Position:

No- Not Member or Patient Facing Position

Location:

Louisiana

Time Type:

Full time

Lumeris and its partners are committed to protecting our high-risk members & prospects when conducting business in-person. All personnel who interact with at-risk members or prospects are required to have completed, at a minimum, the initial series of an approved COVID-19 vaccine. If this role has been identified as member-facing, proof of vaccination will be required as a condition of employment.

Disclaimer:

• The job description describes the general nature and level of work being performed by people assigned to this job and is not intended to be an exhaustive list of all responsibilities, duties and skills required. The physical activities, demands and working conditions represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential job duties and responsibilities.

Lumeris is an EEO/AA employer M/F/V/D.