Manager, 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 $74,000 - $85,000 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 Manager is responsible for managing client relationships, ensuring service delivery meets client needs, and negotiating financial matters such as pricing, benefits, and program design. This role focuses on customer satisfaction, retention, and implementing strategic plans to meet service performance expectations. Additionally, the manager works on initiatives to improve processes supporting customer retention and growth, contributing to the organization’s strategic growth goals.

• Customer satisfaction and retention- Accountable for maintaining overall customer satisfaction and account retention.
• Collaboration and account implementation - Responsible for account installation, in collaboration with project management team for larger, more complex accounts.
• Financial accountability and decision-making- Accountable to evaluate financial impact of service delivery decisions using sound business practices.
• Strategic planning and customer alignment- Develops and implements an internal and external customer strategic business plan designed to identify key customer expectations, deliverables, and performance measurements.
  
  

Who You Are

• Required Qualifications
• Bachelor’s degree in business, economics, healthcare, or related field.
• In lieu of a Bachelor's Degree, a minimum of 8 years of experience in sales, customer success, sales operations, and/or customer analytics may be considered.
• 4+ years of experience in sales, customer success, sales operations and/or customer analytics role.
• Travel is required up to 10% of time including overnight stays
• Business operations experience, primarily in project management and implementing process improvements.
• Demonstrated knowledge and understanding of sales and client management workflow procedures and general business workflows.
• Strong analytical skills - Ability to break down complex problems into clear, manageable parts and execute the solution
• Proficiency with MS Office
• Ability to travel up to 25-30% of the time
• Preferred Qualifications
• Though all roles are remote, preference will be given to candidates located in the Kansas or Kansas City, MO areas, or Jacksonville, FL, for closer proximity to customers. Candidates in these locations may be required to attend occasional in-person meetings as needed.
• 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
• Persuasive communication skills (both written and verbal, including the ability to synthesize the work of others).
• Demonstrated effectiveness working in a team environment
• Excellent time management and organizational skills
• Work independently and effectively to manage multiple deadlines
• Flexibility
• Detail oriented
• 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.