Customer Success Manager

About Lumata Health

Blindness is a devastating—but largely preventable—consequence of poorly managed chronic eye diseases like glaucoma, diabetic retinopathy, and age-related macular degeneration. The prevalence of these debilitating diseases is expected to double between 2020 and 2050, outpacing the capacity of providers and contributing to the rising cost of eye disorders in the US, which already exceeds $99B in direct medical costs annually. In over 95% of cases, disease progression can be slowed or stopped; preserving vision and extending healthspan. But it requires tailored, timely, intelligent patient engagement throughout the patient’s lifelong care journey.

Lumata Health is leading the way in leveraging data-driven virtual care management to address this large and rapidly growing problem. Built with $2M in funding support from the National Eye Institute, Lumata Health’s Intelligent Engagement Platform maximizes the impact of multichannel, personalized engagement by our team of JCAHPO-certified ophthalmic care coordinators. Lumata takes a holistic approach to care—combining behavioral and psychosocial information with clinical data to create tailored, high-impact touchpoints. In addition to promoting compliance, we help patients with things like financial assistance programs, prescriptions and refills, insurance issues, transportation to visits, understanding their disease and care plan, and coordinating care with other providers.

With direct medical record access to hundreds of thousands of patients with vision-threatening chronic eye diseases and partnerships with over 800 eye care specialists in 32 states, Lumata Health is driving better outcomes and reducing cost at scale, one patient at a time.

Position Overview

The Customer Success Manager is responsible for building and maintaining strong relationships with a range of Lumata Health’s existing accounts. This role involves handling partner inquiries, finding solutions to customer issues, monitoring practice performance and trends and responding accordingly, preparing monthly reports and business reviews, and identifying opportunities to expand to new providers and practices across your account set.

Job Type: Full-time/ Exempt

Schedule

• 8 hour shift
• Monday to Friday

**This role is 70% remote with an estimated 30% travel

In addition to applying, we ask that you please complete a brief Culture Index assessment to be considered for the position. An email with a link to the survey will be sent upon submission of your application.

Essential Functions

• Primary Support for Clients -  Quick response to client queries and issues whether by email or phone.  Keep the Lumata Health team informed on open issues, actions, and account strategy.
• Relationship Building - Ensure regular communication with practice’s administrative and clinical leads both onsite and virtually, including Practice Staff and Providers, to ensure successful adoption of Lumata’s care services.
• Performance Metric Monitoring and Response - Review key performance dashboards and metrics and respond with a plan in response to prevailing trends.
• Expansion planning and targeting - Review practice performance and evaluate opportunities for expansion to incremental practices and providers.
• Adhoc Care Team Assistance - Act as the primary liaison between our practice partners and the Lumata Care Team.
• Ongoing reporting -  Own the weekly and monthly reporting for new practices, as well as monthly service utilization reports, and facilitate other ad hoc data requests.  
• Prepare and participate in Business Reviews - Perform the due diligence necessary to prepare monthly and quarterly presentations, and collaborate with the Lumata team to deliver those presentations to practice leadership.
• Pilot Success - Collaborate with Implementation to provide exceptional oversight and troubleshooting during the initial 90-day period following a new practice launch.

Requirements

• Bachelor’s degree in Business or a relevant field, but clinical experience tremendously valued in place of a business degree
• Preferred 2-3 years of experience in account management, including responsibility for executive level engagement across a range of accounts; experience handling Enterprise-level relationships a plus
• Proven track record of successfully retaining and developing customer relationships, ideally in health care with strong preference toward specialty clinics and ophthalmology in particular 
• Note:  Experience as a COA/COT and/or time spent working in an ophthalmology or vision clinic setting will be very important to success in this role
• Very comfortable working cross-functionally and able to pivot between groups as diverse as Care Teams, IT, and Sales
• Proactive mindset, oriented around assessing trends impacting your set of accounts and developing plans to enhance results
• Strong communication, presentation and persuasive abilities
• Analytical mindset with an ability to evaluate data, trends, and performance metrics and draw useful insights
• Customer-focused approach with a commitment to delivering an exceptional partner experience
• Comfortable in a fast-paced, changing environment characteristic of a healthcare startup
• Proficiency in using SalesForce, GoogleSuite, and other project management tools and technology in support of your accounts
• Ability and willingness to travel (approximately 30%) in support of relationship building, new practice launch support, business meetings, and events

Work Environment
Lumata is pleased to provide a remote working environment for their team members.  In order to perform the essential functions of this job, remote connectivity is essential.  You will need a dedicated remote workspace with either a cable or fiber optic internet connection offering a minimum of 50 Mbps of download speed and 10 Mbps of upload speed of dedicated internet bandwidth for each person asking your network.  

Your workspace should be private and offer a low noise level conducive with managing frequent professional conversations and virtual meetings.  It is also critical that your workspace be HIPAA compliant.  For example, you will want to ensure access to  your company-issued PC is restricted, as you may be handling patient data at times. You are typically expected to have your camera on during virtual customer and internal meetings, therefore, your surroundings should be optimized for privacy.

Benefits

At Lumata Health, we know you are more than just an employee. Your health and happiness is important to us. We offer medical insurance for full time employees, 8 paid holidays, and discretionary time off (DTO). As we grow, so will our benefits package. We hope you’ll be a part of that growth!

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Employee Wellness Program

Our Culture

At Lumata, we foster a dynamic, inclusive, and supportive remote work environment. We prioritize trust, collaboration, and continuous learning, ensuring a healthy work-life balance.

Collaboration: Stay connected through regular team meetings and open communication.

Inclusivity: A diverse team where everyone feels welcome and valued.

Fun Culture: Engage in chats centered around health, wellness, celebrations, and more.

Recognition: Regular feedback, performance incentives, and growth opportunities.

Join Lumata and be part of a forward-thinking, remote-first team where your contributions make a difference, and your well-being is prioritized.

Diversity Creates a Healthier Atmosphere

Lumata Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are an equal opportunity employer that values diversity at all levels.  All individuals are encouraged to apply.  If you need assistance or an accommodation due to a disability, you may contact us at:  hr@lumatahealth.com (no unsolicited resumes please). Applicants must submit an application with Lumata Health to be considered for the position. 

We are an E-Verify employer.

For more information, please click on the following links:

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

**For application status, please email: hiring@lumatahealth.com (No phone calls please). Due to an increase in fraudulent activity, please verify any communication is coming from our domain ending in lumatahealth.com, and not a similar domain.

Please be advised that Lumata Health only accepts resumes for compensation from agencies that have a signed agreement with Lumata Health.  Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Lumata Health. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. 

Disclaimer:
This job description is subject to change based on business needs, advancements in regulations, and workflow adjustments. Continuous review and adjustments will be made to ensure alignment with the company's goals and objectives.