Luma Health

Manage strategic healthcare client portfolios, drive product adoption, and develop customer success strategies to ensure satisfaction and growth. | Extensive experience in customer success or account management, SaaS familiarity, strong communication skills, and proven ability to grow accounts. | WE'RE LUMA HEALTH. Needing healthcare can be hard — getting care shouldn’t be. We built Luma Health because we are all patients. We believe it should be easy to see and connect with our doctor. To get the care we need, when we need it. So, we’ve created solutions to fix this problem. Our technology makes messaging easier, scheduling appointments more efficient, and it modernizes care delivery from beginning to end. Customer Success Executive What YOU will do at Luma Health We are looking for a highly driven and empathetic Customer Success Executive to serve as a trusted advisor to our strategic customer base, comprising large health & hospital systems and Academic Medical Centers across the country. As a Customer Success Executive (CSE), you will play a key role in ensuring our customers derive maximum value from our products and services. You will manage a portfolio of strategic healthcare clients, responsible for building strong relationships at all levels within the customer’s organization, and acting as a trusted advisor. You will be responsible for driving customer adoption, usage, satisfaction, retention, and growth, while leveraging deep industry and product knowledge to support our clients' long-term success. Key Responsibilities: Customer Relationship Management: Develop and nurture relationships with key stakeholders at healthcare organizations, including executive teams, clinical leaders, and operational managers. Serve as the primary point of contact for high-value clients, ensuring their needs are met and addressing concerns in a timely, professional manner. Onboarding & Adoption: Lead the team through the onboarding of new customers, working closely with internal teams to ensure seamless implementation and integration of our solutions into customer workflows. Drive product adoption and usage, working with clients to optimize their use of the platform and ensuring they achieve their desired outcomes. Strategic Planning & Account Growth: Work closely with clients to understand their business goals, challenges, and strategic priorities, tailoring solutions to meet their needs. Identify opportunities for upselling and cross-selling, positioning new products and features that align with customer objectives. Customer Success Strategy: Develop and implement customer success plans that align with customer goals and KPIs, ensuring measurable outcomes. Monitor customer health metrics (e.g., engagement, retention, satisfaction) and proactively address issues that may lead to churn or dissatisfaction. Conduct regular business reviews with customers to track progress, showcase value, and identify areas for improvement. Data-Driven Insights: Analyze customer data and feedback to derive actionable insights that help improve product offerings and customer success processes. Use data to drive customer outcomes, presenting reports and updates to both clients and internal stakeholders. Advocacy & Thought Leadership: Serve as an advocate for the customer within the company, ensuring their needs and feedback are communicated to relevant teams, such as Product and Engineering. Stay informed on industry trends, regulations, and technology developments in healthcare, positioning yourself as a trusted advisor to clients. Collaboration & Cross-Functional Support: Work closely with internal teams, including Sales, Product, and Support, to ensure customer needs are met and issues are resolved promptly. Provide training and education to both customers and internal stakeholders on the best practices for using our products and services. Who You Are 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 Have exceptional written and verbal communication skills You have proven success in building trust and driving results for a broad range of stakeholders: senior executives, IT, and day-to-day users of the software Ability to quickly identify underlying drivers of problems, quickly develop hypotheses, and execute on a path to solve Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great client satisfaction Tech-savvy and possess strong analytical skills: i.e., can analyze source material and verify accuracy and completeness of details 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 We Take Care of You! Competitive Health Benefits: Luma Health covers 99% of the employee and 85% of the dependent premium costs. Work Life Balance Flexible Time Off Wellness Programs Discounted Perks 401(k) and Company Equity Don’t meet every single requirement? At Luma Health we are dedicated to building an inclusive workplace so if you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Luma Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Everyone is welcome here. Come join us if you want to make a difference in health care. Pay Transparency Notice: Depending on your work location and experience, the target annual salary for this position can range as detailed below. Full time offers from Luma also include incentive plan + stock options + benefits (including medical, dental, and vision.) Base Pay Range: $100,000—$125,000 USD Please note that you will never be asked to submit payment or share financial information to participate in our interview process. All emails from Luma Health will come from "@lumahealth.io" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the scammer and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from Luma Health recruiting, forward it to careers@lumahealth.io.

The Growth Marketing Manager will drive enterprise account growth through strategic ABM campaigns and performance-focused paid programs. This role involves collaborating with sales and demand generation teams to design and execute personalized campaigns that enhance pipeline and ARR growth. | Candidates should have 5+ years of experience in B2B demand generation, ABM, or growth marketing, preferably in SaaS or healthcare. Strong analytical skills, creativity, and the ability to collaborate effectively with cross-functional teams are essential. | WE'RE LUMA HEALTH. Needing healthcare can be hard — getting care shouldn’t be. We built Luma Health because we are all patients. We believe it should be easy to see and connect with our doctor. To get the care we need, when we need it. So, we’ve created solutions to fix this problem. Our technology makes messaging easier, scheduling appointments more efficient, and it modernizes care delivery from beginning to end. The Role: Growth Marketing Manager (ABM + Paid Media) We’re looking for a Growth Marketing Manager to drive enterprise account growth through strategic ABM campaigns and performance-focused paid programs. This is a hybrid role: you’ll work closely with the Sr. Manager of Demand Generation to combine ABM strategy with enough paid marketing expertise to execute and optimize campaigns that fuel measurable pipeline. You’ll also work closely with our Demand Gen Manager to complement mid-market demand generation programs, ensuring both mid-market and enterprise motions accelerate ARR in a coordinated, high-impact way. What YOU will do at Luma Health: ABM / Enterprise Programs (Primary Focus, ~60%) Partner with Sales to identify, prioritize, and engage high-value strategic accounts and move them deeper into the funnel. Design and execute personalized, multi-threaded campaigns for buying groups across channels (common channels like email, LinkedIn, retargeting, etc., but also want you to think out of the box. See creative channels below). Track engagement at the account and buying group level. Use account insights and intent data to focus efforts on the highest-potential opportunities. Work with marketing ops to show ROI. Ensure ABM campaigns complement mid-market programs led by the Demand Gen Manager, avoiding duplication and maximizing funnel coverage. Creative ABM channels to consider: Podcast guest invites Feature your ICP on a topic they care about. Virtual roundtables Host 3-5 accounts in a similar industry in a Zoom room tackling a specific topic. Quarterly mailer Send helpful (and relevant) snail mail, like an industry author's latest book release. Partner newsletter Curate a feature in one of your channel partners' newsletters, exclusively created just for them, targeting your mutual ICP. Industry award nominations Big wow moment that few will attempt this, and none forget. Sponsor their team event Whether it's their SKO or quarterly team meeting. Create an industry report Leverage our own internal data to create a report specific to their industry and unique pain point we solve best. Access to industry analyst Instead of leveraging your Gartner/Forrester analyst hours for your team, donate them to your top accounts. Executive outreach Block one day a month on your executive's calendar to craft outreach to execs at your target accounts. Peer-to-peer matching programs Warm intros from mutual connections or customer champions go further than cold emails. Roadshow breakfast/dinner series or other micro events Education light, networking, and good food heavy. Industry demo days Host industry-specific demo days. Performance Marketing / Paid Programs (Secondary Focus, ~40%) Manage and optimize paid campaigns that support ABM and broader demand generation efforts. Track campaign performance and ROI, ensuring every dollar spent drives measurable pipeline impact. Work with Demand Gen Manager to integrate paid programs into ongoing campaigns and nurture sequences. Collaboration & Measurement Partner with cross-functional teams (Demand Gen, Product Marketing, Brand, Creative, Events, CM, Sales) to align messaging and campaigns. Work with our LinkedIn Ad rep to measure success based on pipeline contribution, opportunity creation, and ARR growth, not vanity metrics. Share insights and optimize campaigns iteratively, balancing strategy and execution. Who YOU Are: Humble: You’re not hampered by an excessive ego or concern for status. While you do have a healthy level of ambition, you also strongly prioritize the team's success over your own personal gain, are eager to share credit, and focus on the collective good and business impact. Hungry: You have a strong drive, ambition, and a desire to work hard, take on responsibility, and go the extra mile for the team's success and to see your own objectives cross the finish line. You do not always need someone to hold your hand and tell you what to do. If you do not know what to do, you’ll figure out what you need to get there. Most importantly, you take action. Smart: You have an emotional intelligence and awareness of others' feelings and perspectives. You understand group dynamics, ask good questions, listen effectively, and consider how words and actions impact others. This skill allows you to navigate many different stakeholders and their personalities towards success. 5+ years in B2B demand generation, ABM, or growth marketing (SaaS experience preferred; healthcare experience a bonus). Experience designing ABM campaigns and working closely with enterprise sales teams. Familiarity with paid media channels (LinkedIn, Google, retargeting, etc) and performance optimization. Creative: You can come up with your own ideas to solve problems, and most importantly, you can execute on them quickly. Strong analytical mindset; comfortable measuring campaign impact on pipeline and ARR. Highly collaborative with excellent project management and communication skills. Takes massive ownership to drive project strategy AND execution. What Success Looks Like Enterprise accounts targeted effectively and moved through the funnel, contributing to ARR growth goals. Paid programs are efficient, measurable, and integrated with existing campaigns. The Demand Gen Manager and Growth Marketing Manager operate as a cohesive team, not in silos or competition. Campaigns are strategic, data-driven, and aligned with both mid-market and enterprise priorities. We Take Care of You! Competitive Health Benefits: Luma Health covers 99% of the employee and 85% of the dependent premium costs. Work Life Balance Flexible Time Off Wellness Programs Discounted Perks 401(k) and Company Equity Pay Transparency Notice: Depending on your work location and experience, the target annual salary for this position can range as detailed below. Full time offers from Luma also include target bonus + stock options + benefits (including medical, dental, and vision.) Base Pay Range: $100,000-$125,000 USD Don’t meet every single requirement? At Luma Health we are dedicated to building an inclusive workplace so if you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Luma Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Everyone is welcome here. Come join us if you want to make a difference in health care. Note: we have been made aware of individuals fraudulently claiming to represent Luma Health recruiting. Please note that you will never be asked to submit payment or share financial information to participate in our interview process. All emails from Luma Health will come from "@lumahealth.io" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the scammer and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from Luma Health recruiting, forward it to careers@lumahealth.io.