Manager, Customer Success

Title: Manager, Customer Success

Location: Alabama, USA

Hybrid

Team Member

Full-Time

Requisition #: MANAG002374

Description

Who We Are

At Lucet, we’re transforming whole-person care. We deliver integrated behavioral and physical health solutions that connect individuals to the right care at the right time—improving outcomes and overall well-being. Serving over 15 million lives across the U.S. and Puerto Rico, our model combines clinical expertise, compassionate care, and innovative technology to support healthier, more fulfilling lives.

As part of the Lucet team, employees join a mission-driven organization committed to making a lasting impact. Whether through behavioral health navigation, in-home medical care, or 24/7 crisis support, our work is rooted in empathy, collaboration, and a shared passion for helping people thrive.

 

Why Join our Team

At Lucet, we’re committed to creating a workplace where top talent thrives both personally and professionally. We offer a dynamic, mission-driven environment where your work has real impact, your unique background and experience are valued, and no two days are alike. If you’re passionate about meaningful work and delivering impactful results, we encourage you to apply!

We support our team with a competitive compensation and benefits package, including:

• Annual compensation between $70,000 - $90,000, PLUS an annual performance-based, discretionary incentive.
  • *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.
• Comprehensive health benefit options: Medical, dental, and vision coverage
• 401(k) with competitive employer match
• Company-paid life and disability insurance
• Paid parental leave and wellbeing incentives
• Generous paid time off, including volunteer time
• Flexible spending accounts for healthcare and dependent care
• Professional development opportunities and tuition reimbursement
• Remote work flexibility (role-dependent)
• Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.

At Lucet, your work will directly support our mission to improve behavioral, physical, and social health—one member at a time.

What You Will Do - Essential Functions

This position will require 1-2 days of travel per week to the office location in Birmingham, Alabama.

The Customer Success Manager is responsible for managing the relationship with client companies in directing Lucet service delivery to meet the client companies’ needs and in participating in negotiations on financial matters including pricing changes, benefit issues, program model design, etc. The Customer Success Manager assists in maintaining overall customer satisfaction and account retention. This position is accountable for defining client company needs and implementing strategic action plans to facilitate financial and administrative service performance expectations focused on account satisfaction and retention. The Customer Success Manager is also responsible, when applicable, for executing initiatives designed to build and/or improve the processes that support our customer success strategy for retaining and growing our customers. The Manager plays an essential role in the organization with their performance in this role directly linked to achieving strategic growth initiatives established by executive management.

• Customer Relationship & Account Management
  • Maintain customer satisfaction and retention through strategic engagement and responsive service.
  • Lead account installation and conduct client presentations to support retention and growth.

• Performance Monitoring & Service Optimization

  • Monitor key service performance areas, identify trends, and track progress against targets, PGs, and action plans.
  • Facilitate monthly customer performance meetings and ensure functional areas are held accountable for results and corrective actions.

• Strategic Planning, Financial Stewardship & Continuous Improvement

  • Develop and implement strategic business plans that align with customer expectations and performance measures.
  • Evaluate financial impact of service decisions and lead process improvement and reporting/dashboard projects to enhance operational effectiveness.

Who You Are

Required Qualifications

• • Bachelor’s Degree in business, economics, healthcare, or related field.
  • 4+ years of experience in a sales, customer success, sales operations and/or customer analytics role.
  • In lieu of a Bachelor's Degree, a minimum of 8 years of experience in sales, customer success, sales operations, or customer analytics may be considered.
  • 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
  • Ability to pass background check upon hire and throughout employment to include criminal felony & misdemeanor search, SSN validation/trace search (LEIE), education report (highest degree obtained), civil upper and lower search, 7-year employment report, federal criminal search, statewide criminal search, widescreen plus national criminal search, health care sanctions-state med (SAM), national sex offender registry, prohibited parties (OFAC) (terrorist watchlist), and a 10-Panel Drug Screen.

Living our Values:

• • 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
• 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) required.
  • Frequent use of computer and phone systems
  • Must be able to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations.
  • Regular travel to provider facilities or community locations. Employees may be exposed to varying weather conditions, road hazards, and unfamiliar environments.

We encourage applicants from a variety of backgrounds and experiences to apply, especially those who can demonstrate how their unique qualifications and skills align with the requirements of this role and support our mission to improve whole-person health.

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.