Customer Success Operations Manager

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: Customer Success Operations Manager

This role is responsible for driving operational excellence across the Customer Success organization and being the connective tissue between CS and all cross-functional partners. You will serve as the operational voice of Customer Success and ensure the team has the processes, insights, and cross-functional alignment needed to deliver value, retain customers, and scale efficiently.

You'll bring clarity to workflows, surface themes, identify gaps in execution, and proactively help CS collaborate with Product, Delivery, Sales, Marketing, and Engineering. Your work makes the entire Customer Success function more predictable, consistent, and strategic.

What YOU will do at Luma Health

Serve as the cross-functional liaison for Customer Success, ensuring the CS perspective is represented in Product, Delivery, Sales, and Operations conversations

Gather insights across customer interactions: Zendesk tickets, ClickUp actions, usage data, adoption metrics, escalation themes

• Analyze trends, risks, and opportunities and surface these to CS leadership
• Build and maintain dashboards to provide visibility into operational performance

Partner with CSEs to identify risks, resource gaps, escalation patterns, and process breakdowns and coordinate resolution across departments.

Support CS leadership in defining scalable frameworks

• Customer health scoring inputs
• Customer journey maps
• Renewal risk workflows
• Escalation pathways

Create and maintain internal documentation for CS processes, rituals, operating models, and cross-functional expectations

Help structure the internal CS operating rhythm

• Weekly risk review
• Renewal pipeline review
• Health and usage insights
• Cross-functional alignment meetings
• Work with Product Ops to ensure CS is prepared and coordinated for new product rollouts, updates, and internal launches
• Improve communication flow between CS and other teams
• Ensure CS needs and customer insights are captured and channeled effectively
• Tooling & Systems Support
• Partner with RevOps to ensure Salesforce is optimized for CS workflows, reporting, and visibility
• Lead implementation and rollout of new CS tools as needed
• Lead implementation and rollout of new CS tools as needed
  

Who YOU Are

• BA/BS Degree required
• 4 years experience in Customer Success Operations, Business Operations, Program
• Management, or related fields
• Strong analytical skills and ability to translate data into actionable insights
• SQL skills preferred
• Salesforce reporting dashboarding preferred
• Experience building dashboards (Looker, Tableau, or internal tools) required
• Ability to identify process gaps and create scalable solutions
• Strong cross-functional collaboration experience, especially with Product, Sales, and Delivery
• Excellent communication skills with the ability to influence without authority
• Experience facilitating change management, enabling teams, and improving process adoption
• Ability to document and simplify complex workflows
• Thrives in fast-paced, ambiguous environments, building structure where none exists
• Experience supporting or enabling Customer Success teams in a SaaS environment
  

What Sets You Apart

• Prior experience implementing or supporting large-scale CS frameworks (health scoring, journey mapping, playbooks)
• Experience with healthcare or highly regulated industries
• Experience supporting CSEs or frontline teams
• Ability to take broad problems and create structured, repeatable systems
• A passion for improving customer experience and internal enablement
  
  

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 incentive plan stock options benefits (including medical, dental, and vision.)

Pay Range: $90,000—$110,000 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.

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.