Director, Customer Success

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate, navigation, legal, EEO, etc. Also remove duplicated lines, application instructions. Preserve all substantive info. We need to parse the posting. Key sections: - About the role: The first paragraph(s) about Lumeris, mission, etc. Could be considered "About the role". The posting starts: "Your Future is our Future At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact. We're excited to consider every qualified candidate authorized to work in the United States, although we are unable to sponsor visas for this role at this time." That's about the company and role. Could be "About the role". We'll include that as a

. - Position: Director, Customer Success (title). Not needed as heading. - Position Summary: "Own ongoing operations within customer accounts measured in account expansion, adoption, satisfaction and success through strategic leadership. In a player/coach role, directly lead key accounts and build a high-performing Customer Success team to ensure long-term customer satisfaction and retention. Partner closely with the Product, Enablement, and Technical teams to ensure customers are effectively onboarded and continuously derive value from Tom." That's a summary; could be part of Responsibilities or About the role. We'll treat as part of Responsibilities. - Job Description: includes sections: Customer Success Management (with subpoints), Collaboration with Cross-Functional Teams, Performance Monitoring & Reporting. We need to extract duties/responsibilities as list items under

• . Also maybe separate sections: Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have Qualifications listed: "Qualifications 12+ years of relevant experience..." then bullet list of qualifications (actually sentences). Then "Preferred Qualifications". Then "Working Conditions". Then "Disclaimer". Then "Pay Transparency" with hiring range. Then "Benefits of working at Lumeris" list. Then other metadata: Member Facing Position, Drug Screen Requirement, Location, Time Type, etc. Also "Lumeris and its partners are committed..." etc. Also EEO statement. We need to include Pay section only if posting states them: yes, hiring range $153,800.00-$210,650.00. Also mention performance-based incentive/equity. So we can include Pay section with that info. Benefits: list of benefits given. So include Benefits section. Schedule: The posting mentions "Location: Remote, USA Time Type: Full time". That's schedule info (full time). Also maybe remote. So we can include Schedule section with "Full-time, Remote (USA)". Not "varies". It's specific. Requirements: Might be same as Qualifications? Usually Requirements are mandatory qualifications. We'll treat the "Qualifications" section as Requirements (mandatory). Preferred Qualifications as maybe Skills? Or we could have a Skills section for preferred qualifications. But we need to avoid thin sections. We could combine Requirements and Qualifications into one section called "Requirements". Then maybe "Preferred Qualifications" as a subsection? But we need headings only for sections with real content. Could have "Requirements" and "Preferred Qualifications". However the instruction says use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It lists both Requirements and Qualifications as possible headings. We could use both if content distinct. But we must not create thin sections. We have both mandatory qualifications and preferred qualifications; that's enough for two sections. Skills: Could be extracted from qualifications like "Strong collaboration skills", "Excellent communication and presentation skills", "Expertise in using data-driven insights", "Experience with CRM and success management tools". Those are skills. Could put them under Skills section. But we already have many details in Qualifications. Might be better to have Requirements (mandatory) and Preferred Qualifications (preferred). Skills could be derived from both but might be thin. However we have explicit skill statements: "Strong collaboration skills, with the ability to partner with internal teams such as Product, Enablement, and Technical Implementation to drive customer success outcomes." "Excellent communication and presentation skills, capable of conveying complex information to both technical and non-technical stakeholders." "Expertise in using data-driven insights to track customer success metrics, measure adoption, and assess overall product utilization." "Experience with CRM and success management tools (Salesforce, Gainsight, HubSpot, etc.) and ability to create reports and dashboards that drive decision-making." Those are skills. Could be a Skills section. But we also have "Strong player-coach mindset", "Strong leadership, coaching, and mentorship skills". Those are also skills. Thus we could have Skills section. But we must avoid duplication. Let's decide: - About the role: introductory paragraph about Lumeris and mission. - Responsibilities: list of duties from Job Description (Customer Success Management, Collaboration, Performance Monitoring & Reporting). We'll create bullet list. - Requirements: mandatory qualifications (12+ years experience, 5 years leadership, proven P&L ownership, player-coach mindset, leadership/coaching/mentorship, deep understanding, managing complex accounts, understanding AI-driven healthcare platforms, ability to become expert on Tom, strong collaboration skills, excellent communication, expertise in data-driven insights, experience with CRM/tools). That's a lot; we can bullet. - Preferred Qualifications: advanced degree, healthcare technology AI/ML, familiarity with VBC, PMP certification. - Skills: maybe we could combine some of the skill-like items from Requirements into Skills, but to avoid duplication we could keep Requirements as experience/background, and Skills as abilities (collaboration, communication, data-driven, CRM). However the instructions say prefer few substantive sections over many thin ones. Having both Requirements and Skills may be okay if each has substantive content. But we risk duplication. Let's see if we can combine Requirements and Skills into one "Requirements" section that includes both experience and skills. Then we could have "Preferred Qualifications" separate. That would be two sections plus About, Responsibilities, Benefits, Pay, Schedule. That's 5 sections. But the instruction list includes Qualifications as a possible heading; we could use Qualifications for mandatory and Preferred Qualifications for preferred. But we already have Requirements heading. Let's follow the list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could use Requirements for mandatory experience, Qualifications for mandatory skills? That seems redundant. Better: Use Requirements for mandatory experience/background, Qualifications for mandatory skills? Hmm. Alternatively, we could use Requirements for mandatory qualifications (experience), Skills for abilities, and ignore Qualifications heading. But the instruction says "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It's just examples; we can choose which to include. So we can include only those we have content for. Thus we will include: - About the role - Responsibilities - Requirements (mandatory qualifications/experience) - Skills (key abilities/competencies) - Benefits - Pay - Schedule We'll omit Qualifications heading to avoid duplication. Now we need to extract content. About the role: The first paragraph(s) up to "although we are unable to sponsor visas for this role at this time." We'll keep that as a

  . Responsibilities: We need to list duties. Let's parse the Job Description sections. From "Job Description:" we have: Customer Success Management - Ownership of Customer Accounts: Take full accountability for the success of customer accounts post-implementation, ensuring ongoing satisfaction and success with Tom. - Team Leadership: Document, build, and scale the structure for Customer Success Managers (CSMs), leading and mentoring them to ensure they deliver exceptional service and achieve customer goals. - Customer Expansion: Own the customer accounts and work to identify opportunities for expansion, ensuring customers derive maximum value from Tom’s AI-powered healthcare solutions. - First Client Leadership: Serve as the lead Customer Success Manager for the first clients, ensuring their onboarding, utilization, and satisfaction with the product. Your leadership will set the standard for customer success across the company. - Player-Coach Role: Actively engage with customers and lead by example, while also building a team that will take over ongoing customer management, ultimately transitioning into a leadership role for the customer success function. Collaboration with Cross-Functional Teams - Partnership with Product: Collaborate closely with the Product team to define success metrics, reporting structures, and data visualizations that accurately reflect customer outcomes, engagement, and satisfaction. - VBC Product Collaboration: Partner with the Value-Based Care (VBC) Product Manager to align customer success goals with VBC initiatives, ensuring Tom’s integration drives measurable impact in value-based care settings. - Best Practices Implementation: Drive the adoption of best practices within the Customer Success team, ensuring consistent and high-quality service delivery across customer accounts. - Enablement & Activation Collaboration: Work alongside the Enablement and Technical Implementation teams to ensure successful customer activation and ensure customers are up-to-date on all relevant product and service offerings, including new Tom-like services. Performance Monitoring & Reporting - Tracking & Reporting: Track, report, and follow up on the adoption, value, utilization, and engagement of Tom services with customers. Use data-driven insights to optimize customer experience and outcomes. - Customer Health Monitoring: Continuously monitor and assess customer health, utilizing success metrics and feedback loops to identify risks and opportunities for proactive engagement and account growth. - Lead and grow the Customer Success Manager team, ensuring they have the tools, resources, and support needed to succeed. Foster a high-performance culture centered around customer satisfaction and business impact. - Training & Development: Ensure that the Customer Success team is well-equipped with the knowledge and training to handle new product offerings, updates, and services, keeping customers informed and engaged. We'll turn each bullet into

  . Could group under headings? Not required; just a list. Now Requirements (mandatory qualifications/experience). From "Qualifications" section: - 12+ years of relevant experience in Customer Success, Account Management, or a related field, with at least 5 years in a leadership or team-building role within the healthcare technology space. - Proven experience managing P&L ownership and leading customer success efforts at scale, particularly in start-ups and SaaS or AI-driven solutions in healthcare or a similar industry. - Strong player-coach mindset, with the ability to mentor and develop a team while also actively managing key customer accounts. - Exceptional leadership, coaching, and mentorship skills, with a focus on building a high-performing team that can deliver exceptional results across customer accounts. - Deep understanding of customer success principles, with a proven track record of driving customer retention, engagement, and expansion. - Experience in managing complex customer accounts and navigating the full customer lifecycle, from onboarding to long-term relationship management. - Solid understanding of AI-driven healthcare platforms, SaaS products, and the healthcare technology landscape. - Ability to quickly become an expert on Tom and similar services, with a passion for educating both internal teams and customers on new product features and best practices. - Strong collaboration skills, with the ability to partner with internal teams such as Product, Enablement, and Technical Implementation to drive customer success outcomes. - Excellent communication and presentation skills, capable of conveying complex information to both technical and non-technical stakeholders. - Expertise in using data-driven insights to track customer success metrics, measure adoption, and assess overall product utilization. - Experience with CRM and success management tools (Salesforce, Gainsight, HubSpot, etc.) and ability to create reports and dashboards that drive decision-making. We'll list these as

  under Requirements. Now Skills: Could extract skill-like