Senior Customer Success Executive

About the role

Luma Health is seeking a highly driven and empathetic Senior Customer Success Executive to act as a trusted advisor for its strategic healthcare customers, including large health systems and academic medical centers. You will ensure clients achieve maximum value from our messaging, scheduling, and care‑delivery platform.

Key responsibilities

• Develop and nurture relationships with executive, clinical, and operational stakeholders at healthcare organizations.
• Serve as the primary point of contact for high‑value clients, addressing needs and concerns promptly.
• Lead onboarding and implementation efforts, coordinating with internal teams to integrate solutions into customer workflows.
• Drive product adoption, usage, and outcomes by guiding clients to optimize the platform.
• Collaborate with customers to understand business goals, identify upsell and cross‑sell opportunities, and tailor solutions.
• Create and execute customer success plans aligned with client KPIs, monitoring health metrics and conducting regular business reviews.
• Analyze customer data and feedback to generate actionable insights and improve processes.

Required profile

• Proven experience managing strategic accounts in the healthcare sector.
• Strong relationship‑building skills with senior and clinical leaders.
• Demonstrated ability to drive adoption, retention, and revenue growth.
• Data‑driven mindset with experience presenting insights to stakeholders.
• Excellent communication and problem‑solving abilities.

Required skills