Description
About Lumary
Lumary is a high-growth global healthtech company on a mission to revolutionise technology for the healthcare industry. We do this by developing solutions that support and empower service providers, working together to ensure better outcomes for people that need care. This commitment to partnership has been a key part of our success so far, and we are driven to continue evolving our products and our people so we can impact the healthcare community to thrive on a global scale.
Join Lumary and grow with us
Well-established team working across Australia, USA & Philippines
Servicing 200+ enterprise and SMB healthcare service providers (NDIS, aged care, allied health, ABA)
80k+ people using our core platform every day, supporting 500k+ care recipients via Lumary
$6B NDIS funds processed through Lumary platform on an annual basis
Be part of a high performing and purpose driven team solving a global issue for a highly addressable market
You will be working in an agile and start-up environment, with plenty of opportunities for you to lean in and develop your skills to make a meaningful contribution to Lumary’s mission and your career development. We push ourselves to build innovative products and deliver a first-rate customer experience to enable better outcomes for healthcare providers and their clients receiving care.
Our culture evolves with us on our scale-up journey. We focus on connection and building deep relationships with each other. We act in service of others to enable collective success and support. We think strategically and take ownership in our domains at every level. We remain positive and adaptable through change and growth.
You will find yourself quickly growing in your career, led by you and supported by us, and backed by a collaborative team that is open to new ideas and encourages everyone to bring their best selves to work.
About the Role
As an Account Manager, you will own and grow relationships with a portfolio of existing customers, helping them realise ongoing value from our platform while identifying opportunities to deepen and expand the partnership. This is not a purely reactive relationship role, nor is it a traditional new business sales role. It sits at the intersection of customer success, commercial growth, and strategic account management.
You will work closely with customers post-implementation to understand their goals, monitor account health, support adoption, and drive retention, renewal, and expansion outcomes. You will also partner cross-functionally with Customer Success, Product, Services (Delivery) and other internal teams to ensure customer needs are understood and translated into action.
This role is critical to helping us build long-term, trusted customer relationships in a fast-moving health tech environment where outcomes, experience, and growth all matter.
This role reports to the Head of Sales and Account Management. This role is being offered on a Hybrid-basis should the successful candidate be based in Adelaide or Sydney (Lumary office locations), or on a Remote-basis if the successful candidate is not located near an office location. Applications from candidates who are based Australia-wide are welcomed!
The Key Accountabilities for this role include:
Manage a portfolio of existing mid-market and enterprise customers, acting as a key commercial and relationship contact post-implementation.
Build strong, credible relationships with a range of customer stakeholders, including operational users, customer leaders, and executive sponsors.
Develop a deep understanding of each customer’s business model, priorities, challenges, and growth plans.
Lead regular account check-ins, quarterly business reviews, and strategic conversations to ensure customers are seeing value from the partnership & review outcomes, adoption and usage insights, roadmap alignment, risks, and agreed priorities for the next quarter.
Maintain a clear view of customer sentiment, risks, priorities, and opportunities across your portfolio.
Act early on indicators of disengagement, dissatisfaction, or commercial risk, partnering internally to support recovery plans where needed.
Identify and progress expansion opportunities, including upsell and cross-sell pathways, based on customer needs, platform usage, business maturity, and strategic priorities.
Use customer data, usage trends, support themes, and market context to shape account strategy and prioritisation.
Work with Product and Delivery teams to communicate customer feedback, advocate for customer needs, and support realistic expectation-setting.
Identify opportunities to strengthen customer advocacy, including references, case studies, testimonials, event participation, and peer introductions.
About You
Customer-centered mindset – Seeks to understand customer needs and context; builds trust through consistent, thoughtful engagement
Ownership & accountability – Takes responsibility for outcomes; proactive in managing risks and opportunities
Commercial curiosity – Interested in how customers operate and where value can be created, looks for win–win outcomes
Adaptability – Comfortable with change, adjusts approach based on customer, context, and business needs
Collaborative approach – Works effectively with others; contributes to shared outcomes and team alignment
Stakeholder management & influence – Builds relationships across all levels; navigates differing perspectives and drives alignment
Strategic account thinking – Connects customer goals, risks, and opportunities into clear account plans
Commercial & negotiation skills – Leads renewals, pricing, and expansion conversations with confidence and balance
Problem solving & judgement – Assesses situations, identifies root causes, and makes sound decisions
Data-informed decision making – Uses account data and insights to prioritise actions and identify opportunities
Planning & organisation – Manages multiple accounts and priorities in a structured, proactive way
Communication & influencing skills – Strong communication skills, including the ability to lead customer conversations, influence outcomes, and communicate clearly across technical and non-technical audiences
Navigates complexity - Ability to navigate complex accounts with competing priorities, multiple influencers, and varying levels of product maturity
Balances commercial acumen & customer trust - Strong commercial acumen, with the ability to identify growth opportunities while maintaining customer trust
Proven experience (3-4 years) in account management, customer success, commercial account growth, or relationship management within a SaaS, technology, or services environment
Experience managing existing customer relationships with responsibility for retention, renewals, and expansion
Experience managing multiple stakeholders across customer organisations, including senior decision-makers
Lumary’s Core Values
Benefits of Working With Lumary
The successful candidate will be required to undergo employment screening checks relevant to the healthcare industries we serve, and have full working rights in Australia.
