Head of Customer Success

About the role

The Head of Customer Success at Zus will lead and optimize the Customer Success function, focusing on enterprise Value-based Care customers. This role requires a proven track record in customer success leadership, especially in healthcare technology settings. The ideal candidate will develop and execute comprehensive customer success strategies, manage key enterprise relationships, and collaborate across the organization to achieve shared goals.

Responsibilities

• Develop and execute a comprehensive customer success process and strategy aligned with company objectives
• Build and nurture strong relationships with key enterprise customers, ensuring their needs are met and exceeded
• Define and track key metrics and KPIs to measure the success of customer engagement, satisfaction, and retention
• Collaborate with cross-functional teams, particularly sales, to align with overall company objectives and results
• Develop and enhance customer success processes to ensure efficiency, scalability, and a seamless customer experience
• Collaborate with other Zus teams to identify opportunities for upselling, cross-selling, and expanding key accounts while owning customer growth metrics
• Own the overall Zus revenue number and ensure steady growth, not just by the addition of new customers but by the continued growth of existing customer usage of Zus
• Stay abreast of industry trends, competitive landscapes, and emerging technologies to inform how we serve our customers
• Cultivate customer advocates by identifying success stories, testimonials, and references to showcase Zus Health's impact on their organizations

Requirements

• Proven experience in a senior-level Customer Success leadership role, preferably leading teams
• Proven experience in an account management or customer success function within a healthcare technology setting, with a focus on value-based care companies
• Demonstrated success in managing enterprise-level customer relationships and growing key accounts
• Analytical mindset with the ability to derive insights from customer data
• A strong understanding of healthcare industry dynamics, regulations, and market trends
• Ability to hit and exceed targets in a fast-paced environment
• Exceptional communication, leadership, and collaboration skills
• Passion for improving healthcare in the US

Qualifications

• Bachelor’s degree in Marketing, Business, or a related field; MBA is a plus

Skills

• Strategic thinking and problem-solving
• Customer relationship management
• Process improvement and optimization
• Market analysis and trend identification
• Team leadership and development

Benefits

• Competitive compensation that reflects the value you bring to the team
• A combination of cash and equity
• Royalty-free stock photos
• Robust benefits that include health insurance, wellness benefits, 401k with a match, unlimited PTO
• Opportunity to work alongside a passionate team that is determined to help change the world (and have fun doing it)

Pay

$200,000 - $240,000 a year

Schedule

Remote first with occasional travel to the Boston office