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.

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.

Job Type: Full-time

Schedule

• 8 hour shift
• Monday to Friday

**This role is 75% remote with an estimated 25% travel

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, including Domain Champions 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 other ad hoc 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 - Develop and execute on a plan 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
• Minimum of 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 preference toward specialty clinics and ophthalmology in particular
• Very comfortable working cross-functionally and able to pivot between groups as diverse as Care Teams, IT, and Sales
• Proactive mindset, oriented aro