Account Manager at Lumary

Adelaide, South Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

14 Jul, 26

Salary

0.0

Posted On

15 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Account management, Customer success, Relationship management, Strategic account planning, Stakeholder management, Commercial acumen, Negotiation, Data-informed decision making, Problem solving, Upselling, Cross-selling, Retention strategy, SaaS, Healthtech, Communication, Influencing

Industry

Software Development

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. \n 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 If this sounds like you, we'd love to see your application come through: 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 Highly desirable - Strong understanding for NDIS and aged care industries, relevant account management experience in health tech for healthcare, disability, aged care, community services, or other regulated/customer-complex sectors Lumary’s Core Values Skills can be taught, but values are lived. At Lumary, our core values aren't just posted on our website and covered once at induction, they guide every decision we make and every interaction we have. We look for team members who naturally resonate with these principles, not just a list of qualifications or experience. If these values speak to you, you’ll likely find that you thrive in our environment. We ‘Lead with an open heart’ - meaning we cultivate trust even when there is no trust, assume good intentions and have the courage to be vulnerable. We ‘Start with the end in mind’ - meaning we focus on the long-term impact of our actions, making decisions with purpose and sustainability in mind. We ‘Take action in uncertainty’ - meaning we are proactive in taking the next best step in uncertainty and complexity, exercise autonomy and we learn by doing. We ‘Enable others for our collective good’ - meaning we are kind and act in service of others. When we take care of ourselves and each other we take care of the community. Benefits of Working With Lumary Flexibility to work from home and the office - hybrid working environment if based at on office location in Adelaide or Sydney, alternatively fully remote Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, go for it Monthly town halls for connection and company alignment Monthly dedicated Social Connection days Quarterly employee engagement surveys (currently at 82% engagement and trending upwards) Internationally growing company working towards a purposeful vision: Empowering sustainable healthcare We are proud of the work we are doing and the team we have built so far. Join us and be part of a team working together to do better. From the advanced products we build to our philanthropic work, we connect with the belief that what we do every day is positively impacting the lives of our community. At Lumary, we value diversity and believe in a culture of inclusivity, regardless of race, religion, age, gender identity, sexual orientation, physical or mental ability, or ethnicity. We are committed to building a welcoming workplace where everyone feels safe, valued and respected. \n 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.

Responsibilities

Manage a portfolio of existing mid-market and enterprise customers to drive retention, renewal, and expansion outcomes. Build strong relationships with stakeholders while identifying opportunities to deepen partnerships and ensure platform value.