[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.ResponsibilitiesBuild trusted relationships with district leaders, special education administrators, and key stakeholdersDevelop and maintain account success plans aligned with customer goals and strategic prioritiesConduct regular business reviews and strategic planning sessions with clientsMonitor account health, service utilization, and customer satisfaction metricsIdentify risks to retention and proactively develop mitigation strategiesPartner with Sales to develop and execute account growth strategiesUtilize customer data, outcomes, and success stories to support expansion conversationsForecast renewal and expansion opportunities accurately within CRM systemsServe as a thought partner to district leaders regarding staffing challenges, MTSS implementation, behavioral health initiatives, and student support servicesAnticipate future needs and proactively position resources and services to support evolving district prioritiesPartner with Operations, Recruitment, Provider Success, Product, and Sales teams to ensure successful service deliveryCommunicate customer feedback and emerging needs to internal stakeholdersLead pod meetings, account reviews, and renewal planning sessionsCoordinate internal resources to resolve customer concerns and ensure a seamless customer experienceDevelop customer champions and advocates within assigned accountsFacilitate participation in case studies, testimonials, webinars, advisory boards, and referral programsPromote customer success stories that demonstrate the impact of eLuma's solutionsMaintain accurate customer records, account plans, and opportunity tracking within the CRMMonitor key performance indicators related to retention, expansion, adoption, and customer healthSkills3+ years of experience in Client Success, Account Management, Customer Success, Education Services, Healthcare Services, or a related fieldBachelor's degree, equivalent work experience, or a combination of bothExperience managing customer relationships and driving retention outcomesExperience supporting renewals, upsells, and account growth initiativesExperience serving K-12 school districts or educational organizationsStrong communication, presentation, and consultative skillsAbility to analyze data and translate insights into action plansAbility to travel up to 25% for team meetings, conferences, client visits, etcPreference given to candidates residing in California, Nevada, or ArizonaCompany OvervieweLuma provides online therapy services and software solutions. It was founded in 2011, and is headquartered in Lehi, Utah, USA, with a workforce of 201-500 employees. Its website is https://eluma.com.