Director, Client Success

| Chicago

What you will be doing:

We are seeking an experienced and driven Director of Client Success to lead our established account management team across Lumere’s entire portfolio of existing accounts. You’ll work closely with our team of Executive Partners to define and execute strategies to maximize growth, retention, satisfaction, and engagement; and partner with cross-functional leaders to ensure effective execution of the desired strategy at each account.

The successful candidate will be an energetic leader with a passion for transforming the current healthcare system as well as a proven track record of leading a successful account management team driving true value for customers and Lumere. They will understand how to create mutual, long-term, successful relationships with customers and how to effectively marry customers’ and Lumere’s business interests in a positive and productive way.

Responsibilities include:

  • Build and lead a high performing, learning-oriented Client Success team that achieves and exceeds specific, measurable goals and targets for growth, retention, satisfaction and engagement

  • Guide the team in the translation of top-level objectives into individual territory-level and account-specific goals that marry each customers’ business interests with Lumere’s

  • Lead regular territory plan reviews and work with each Executive Partner to design creative solutions to address individual client needs in the context of Lumere’s available offerings and capabilities

  • Regularly visit and speak with customers to develop, maintain, and manage a deep understanding of their business needs and expectations

  • Effectively aggregate and translate complex needs across multiple clients into cohesive and specific strategies for increasing engagement and retention across Lumere’s entire client portfolio

  • Work hand-in-hand with the Director of Client Operations to ensure strategies translate into specific and measurable goals and plans and to ensure cross-functional support is executed in a timely and effective manner and that all staff servicing customers are executing cohesive and aligned plans

  • Possess and use deep subject matter expertise to guide the Client Success team on tactics and strategies that align Lumere solutions with our clients’ business objectives. Focus area includes: clinically-led variation and cost reduction around physician-preference items such as drugs and devices

  • Guide team in effective client issues resolution, handle any internal or external escalations, and create and follow a methodical escalation process

  • Maintain full fluency in Lumere’s solutions and services and how they are sold to deliver customer value

  • Develop and train team members for current and future growth opportunities. Conduct regular 1:1s, focus on providing real-time feedback, coaching sessions, and career conversations

 

Qualifications:

  • 7+ years of experience leading a customer success team in a SaaS business environment with a proven track record in a client-facing role: driving client engagement, handling difficult situations and challenges, delivering exceptional client service, and exceeding revenue and growth targets

  • Significant experience and success delivering operational, clinical, and/or financial consulting to hospitals/health systems

  • Significant expertise in designing business relationships and contracts to maximize long-term relationship alignment and growth

  • Ability to lead, coach, and grow a team of highly experienced healthcare account managers by supplementing existing skill sets with additive knowledge and expertise

  • Extensive healthcare industry knowledge as it relates to value-based care, clinical operations/administration, and cost management; Knowledge of software and services ecosystem is a bonus

  • Strong business acumen and ability to manage influence through persuasion, negotiation, and consensus building

  • Analytical, project-oriented, and process-oriented mindset

  • Strong communication, project management, and presentation skills at the Executive level

  • Growth Company DNA - success leading in a VC/PE-backed high growth company

  • Ability to travel to client locations and Chicago office as necessary (approx. 75% travel)

  • Bachelor’s degree or equivalent experience required

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Technology we use

  • Engineering
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    • IntercomEmail

Location

Millennium Park in the summer, Kris Kringle Market in the winter, great restaurant options all year round...our corner of The Loop has it all!

What are Lumere Perks + Benefits

Culture
Volunteer in local community
Culinary Care
Friends outside of work
Eat lunch together
Intracompany committees
Affinity Groups, Sports teams, GrassRoots Environmental Group, Book Clubs, Manager Forums, etc.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 6 weeks of parental leave for the primary caretaker. Acme Co. also provides 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Summer hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
We operate with a flexible PTO accrual plan with increases at 2 and 5 years of service.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Unlimited
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
We look forward to gathering in the Vault for our monthly town hall.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

Health and wellness initiatives: discounted gym membership, in-office yoga and meditation, variety of snack and beverage options, monthly catered lunch, and more! • Competitive compensation package (includes equity • Social events: Books and Brews, game nights, recreational sports leagues, team outings, fireside chats, and volunteer programs • Ongoing professional development and mentorship opportunities • Open and collaborative office environment, standing desks, beer and cold brew on tap, and casual dress

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