Vice President of Customer Success (Remote)

Job Type: Exempt - Full-time

Schedule: Monday to Friday

Pay Range: $150,000-170,000 base salary range

Reports To: Chief Growth Officer

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

Summary

The VP of Client Success is a senior leadership role accountable for driving the strategic direction, execution, and outcomes of Lumata Health’s client relationships. This leader will oversee the full client lifecycle from onboarding and implementation through retention and expansion. They will develop scalable systems, build strong enterprise-level relationships, and empower the Client Success team to deliver consistent, measurable value to clients.

This individual must demonstrate both executive presence and operational depth—balancing day-to-day team enablement with strategic foresight and cross-functional leadership.

Essential Functions

Client Success Strategy & Leadership

• Provide clear direction, leadership, and accountability to the Client Success (CS) team aligned to company goals.
• Create a high-performing team culture focused on ownership, initiative, and results.
• Establish CS metrics and dashboards to track satisfaction, retention, and expansion KPIs.
• Lead quarterly business reviews (QBRs) with key clients.
  
  

Client Implementation & Onboarding

• Own the implementation lifecycle for all new clients, ensuring best practices and consistent operational readiness.
• Standardize onboarding processes, timelines, and expectations—driving accountability across teams.
• Apply lessons learned from prior implementations to continuously improve the process.
• Ensure proper physician and staff education protocols during onboarding to drive adoption and reduce patient confusion.
  
  

Enterprise Relationship Management

• Build and maintain relationships at multiple levels within key client organizations.
• Serve as a senior point of contact for escalations and strategic discussions.
• Ensure clients experience a seamless, proactive partnership with Lumata Health.
• Prevent escalation patterns by staying ahead of risk and delivering ongoing value.
  
  

Team Enablement & Development

• Upskill the CS team in core business acumen: contracts, MSAs, expansion strategy, client negotiation, and executive communication.
• Build enablement resources, including account plans and QBR frameworks.
• Develop training plans for CS team members to strengthen both tactical and strategic capabilities.
• Coach the team to take ownership of initiatives, not just tactical execution.
  
  

Strategic Insight & Execution

• Represent Client Success in leadership meetings with confidence and clarity.
• Contribute to company-level strategic planning using client insights, data trends, and market feedback.
• Drive completion of cross-functional initiatives, such as escalation frameworks, client communication plans, and client-facing documentation.
• Contribute to the development of expansion strategies and plans, leveraging insights from your team's client interactions
• Maintain awareness of financial implications and contract structures when making decisions.
  
  

Client Playbooks & Scalable Infrastructure

• Develop and deploy standardized playbooks for account management, renewals, QBRs, billing communication, and escalation paths.
• Ensure data reporting tools (e.g., Salesforce) are aligned internally and with client-facing dashboards.
• Maintain accountability for accuracy and integrity of client data and reporting.
  
  

Education And Experience

• Bachelor's degree in Business Administration, or related field or equivalent experience.
• Minimum of 8–10 years in Client Success, Account Management, or related roles, with 4+ years in a senior leadership capacity.
• Proven experience leading enterprise client relationships and overseeing large-scale implementations.
• Experience enabling and mentoring high-performing CS teams.
  
  

Required Skills

• Strong command of CRM tools (Salesforce preferred) and project management platforms (Asana, Monday.com, etc.).
• Excellent communication, negotiation, and presentation abilities
• Strategic thinker with the ability to identify opportunities for business development and improvement
• Strong understanding of SaaS, healthcare technology, or complex service delivery environments.
• Strong problem-solving skills and the ability to make informed decisions in a fast-paced environment
• Strong understanding of contracts, MSAs, financial performance metrics, and renewal cycles.
• Executive-level communication skills—concise, strategic, and persuasive.
  
  

Physical Requirements

• Must have a home office that is secure and free of distractions (HIPAA-compliant workspace)
• Prolonged periods of sitting at the desk and working on a computer
• Must be able to hear, speak, type, call and virtually meet
• Must be able to communicate both verbally and in writing
  
  

Work Environment

In order to perform the essential functions of this job, you must have a dedicated remote workspace, and a wireless connection with a minimum of 50 Mbps of download speed and 10 Mbps of upload speed of dedicated internet bandwidth for each person working from home; the workspace is private and has low to no noise level as you will be on phone calls with patients. It is very important that your workspace is HIPAA compliant; your company issued laptop/pc must maintain visibility that only you can access as you'll be handling patient data. You are also expected to have your camera on during virtual meetings, therefore, you must be in a designated workspace/room 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
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
  
  

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 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

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

The above statements are intended to describe the essential functions of the job being performed by the employees assigned to this classification. The duties and responsibilities listed are not to be construed as an exhaustive list of all duties, responsibilities and skills required. All employees may be required to perform duties outside their normal responsibilities from time to time, as needed. With the evolution of the organization and this role, the responsibilities of this position may change at any time.

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: [email protected]

PI272327525