[Remote] Customer Success Partner
Note: The job is a remote job and is open to candidates in USA. eLuma is the premier provider of live, online therapy services and software solutions for kids and adolescents. The Customer Success Partner (CSP) is responsible for driving customer retention, satisfaction, and revenue growth across assigned accounts, serving as a strategic advisor to school and district partners.
Responsibilities
- Build trusted relationships with district leaders, special education administrators, and key stakeholders
- Develop and maintain account success plans aligned with customer goals and strategic priorities
- Conduct regular business reviews and strategic planning sessions with clients
- Monitor account health, service utilization, and customer satisfaction metrics
- Identify risks to retention and proactively develop mitigation strategies
- Partner with Sales to develop and execute account growth strategies
- Utilize customer data, outcomes, and success stories to support expansion conversations
- Forecast renewal and expansion opportunities accurately within CRM systems
- Serve as a thought partner to district leaders regarding staffing challenges, MTSS implementation, behavioral health initiatives, and student support services
- Anticipate future needs and proactively position resources and services to support evolving district priorities
- Partner with Operations, Recruitment, Provider Success, Product, and Sales teams to ensure successful service delivery
- Communicate customer feedback and emerging needs to internal stakeholders
- Lead pod meetings, account reviews, and renewal planning sessions
- Coordinate internal resources to resolve customer concerns and ensure a seamless customer experience
- Develop customer champions and advocates within assigned accounts
- Facilitate participation in case studies, testimonials, webinars, advisory boards, and referral programs
- Promote customer success stories that demonstrate the impact of eLuma's solutions
- Maintain accurate customer records, account plans, and opportunity tracking within the CRM
- Monitor key performance indicators related to retention, expansion, adoption, and customer health
Skills
- 3+ years of experience in Client Success, Account Management, Customer Success, Education Services, Healthcare Services, or a related field
- Bachelor's degree, equivalent work experience, or a combination of both
- Experience managing customer relationships and driving retention outcomes
- Experience supporting renewals, upsells, and account growth initiatives
- Experience serving K-12 school districts or educational organizations
- Strong communication, presentation, and consultative skills
- Ability to analyze data and translate insights into action plans
- Ability to travel up to 25% for team meetings, conferences, client visits, etc
- Preference given to candidates residing in California, Nevada, or Arizona
Company Overview