Director, Customer Success

Who We Are

At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our purpose is to advocate for and improve the overall well-being of those we serve, through balanced treatment of the mind and body.

When you join Lucet, you become a valued member of our team, serving more than 15 million people across the U.S. Our employees have a passion for helping others - and it shows. From entry-level employees to senior leaders, we are inspired by our members, putting them first in everything we do. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.\

Why join our team at Lucet?

We are a team of collaborative and hard-working professionals working to improve behavioral health outcomes working in a fast-paced and changing environment. At Lucet, no two days are the same. If you find joy in meaningful work and delivering excellent results, we encourage you to apply!

Benefits

We are looking for top-tier skills and experience in our remote-work environment and that’s because we offer top-tier compensation and benefits, which include:

• The starting salary that Lucet reasonably expects to pay for this position ranges from $110,000 - $140,000 annually, PLUS an annual performance-based, discretionary . Compensation is dependent on non-discriminatory factors including but not limited to an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.
• Full Health Benefits – Medical, Dental, and Vision
• 401(k) with competitive employer match
• Company paid life and disability insurance, wellbeing incentives, and parental leave
• Professional development opportunities and tuition reimbursement
• Paid time off including paid time off for volunteering
• Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.
  
  

What You Will Do - Essential Functions

The Customer Success Director will manage Lucet’s customer accounts including end-to-end lifecycle management with, when applicable, a focus on driving profitable growth. The Customer Success Director will be responsible for delivering contract performance as well as demonstrating ROI and value to customers. The individual will also be responsible for account retention and renewal strategy and/or identification of upsell opportunities.

• Building Executive Relationship - Builds and maintains trusted executive customer relationships required to serve the account with a high degree of excellence.
• Account Performance Oversight - Oversees account performance to contract for designated customers, which will include a thorough tracking and monitoring against performance guarantees for customers, issue resolution and account satisfaction and retention.
• P&L Management - Maintain line of sight to P&L and drive activities that positively impact top and bottom-line measures.
• Executive Collaboration and Strategic Alignment - Organizes, prepares, and facilitates joint operating committee meetings with an executive audience that drives strategic priorities.
• Growth and Success Strategies - Develops/oversees a mutually agreed upon customer strategic plan for each designated customer that identifies, among other things, key priorities, activities, deliverables, growth goals when applicable and accountable parties responsible for implementing the business plan.
  
  

Who You Are

Required Qualifications

• Bachelor’s degree in business administration or other relevant academic discipline
• 5+ years of experience leading client success activities such as account management, implementations, contract negotiations and/or sales operations
• Five+ years building strategic customer relationships, preferably with mid & senior level health plan executives
• When applicable, at least three (3) years previous experience managing a team
• Experience independently owning and facilitating committee meetings with an executive audience
• Experience developing and executing strategic plans
• Experience developing complex business cases and executive audience presentations
• Ability to interpret contracts
• Demonstrated experience thinking and acting beyond day-to-day responsibilities to ensure organizational success
• Proficient in Microsoft Office suite to include Word, PowerPoint, Excel, Outlook.
• Strong project management skills
• Ability to travel 25%-30%

Someone who embodies our values by:

• Serving everyone with compassion and leading with empathy.
• Stepping up and creating value by taking charge and acting when there is an opportunity.
• Adapting in a changing world by recognizing our responsibility to be agile and respond quickly.
• Nurturing growth and belonging by respecting and celebrating everyone for who they are.

Competencies

• Ability to execute strategic plans
• Excellent problem-solving skills
• Demonstrated critical thinking and problem-solving skills
• Excellent teambuilding skills
• Strong project management skills
• Demonstrates consistency in professional demeanor in response to all situations regardless of the nature or circumstances of the situation
• Demonstrates ability to manage multiple tasks in a fast-paced, changing environment
• Strong written and verbal communication skills and presentation skills
• Working Conditions:
• Work is performed from home with company-provided equipment. Sitting for long periods of time is expected and use of fingers and hands for typing is necessary.
• A quiet workspace with minimal background noise for calls.
• High-speed internet service (cable or fiber optic) with minimum download Speed of 20 Mbps, Upload Speed of 5 Mbps, and Maximum Latency of 100 milliseconds (must be installed before starting).
  
  

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

This position will accept and review new applications and resumes no less than 5 business days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.