[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Lumonus is a healthcare technology company focused on transforming cancer care through AI-native clinical workflows. They are seeking a Senior Customer Success Manager to build their US Customer Success function, managing customer relationships and driving the adoption of their AI-driven platform in clinical settings.

Responsibilities

• Own the health and day-to-day relationship of your customers once they are live
• Know your accounts back to front, you're the internal source of truth on each customer
• Partner with our commercial team. They own the commercial relationship and lead renewals and expansion; you own health and adoption, and surface the opportunities and risks for them to act on
• Track each customer's performance against the outcomes they signed up for, and act early when something slips rather than discovering it at renewal
• Help care teams adopt AI-driven workflows with confidence. Much of what we do assists high-stakes clinical work, so adoption is about trust as much as training. You help teams see where the AI supports them and where they stay in control
• Run a consistent rhythm with every account, and build relationships beyond a single champion
• Drive adoption of our software and services, and help clinical teams get real value from them
• Be the customer's voice inside Lumonus, carrying what you learn from the field back to our product and engineering teams, so the product keeps getting better
• Build the customer success playbook from the patterns in your own book, so the function compounds as the team grows
• Use AI in your own work. We expect our team to work the way we ask customers to: using AI for account research, customer health, and preparation, and helping shape how the function uses it as we grow

Skills

• Experience owning customer relationships or accounts in clinical or healthcare software, ideally with a focus on retention and growth
• Credible and composed in front of clinical and operational stakeholders at all levels
• A builder. You see gaps and act on them without being asked, and you can stand up simple, well-run basics rather than wait for the finished system
• Comfortable owning customer health and the day-to-day relationship without owning the commercial close, partnering with a commercial counterpart who leads renewals and expansion
• Comfortable with regular travel to customer sites across the US
• Direct experience in radiation oncology or adjacent clinical workflows
• Familiarity with the clinical systems our customers use, such as Electronic Health Records, Oncology Information Systems or Treatment Planning Systems
• A clinical background, for example in dosimetry, radiation therapy or medical physics, now applied in a commercial or customer-facing role
• Experience in an early-stage or high-growth software company

Benefits

• Competitive, market-aligned compensation
• Employer-supported healthcare coverage, with options for dependents where eligible
• Paid time off and leave
• Flexible working where the role and our customers allow
• Work at the intersection of healthcare, AI and cancer care, alongside experienced clinical, product and engineering teams
• A values-led culture: being good humans, finding a way, putting care teams first, and staying curious

Company Overview