Vice President of Customer Success

As VP of Customer Success at Zus, you will be responsible for leading and optimizing the Customer Success function, with a primary focus on enterprise Value-based Care customers The successful candidate will drive customer satisfaction, retention, and growth by implementing effective strategies, processes, and metrics. This person will partner with all parts of the organization to ensure our customers are highly engaged and growing their usage of the Zus Aggregated Profile This role will report to the COO (Chief Operating Officer) and will build and lead a team as Zus grows 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 Key Performance Indicators (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 Key Results (OKRs), contributing to the achievement of broader organizational goals 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 Perform other tasks as assigned Benefits Equity for all employees 401K plan - Complete with generous company match Excellent care options - Includes medical, dental, and vision Work from wherever - Be it from home, our office, or a hybrid of the two Flexible PTO - Hitting reset is strongly encouraged Zus-sponsored events - Remote employees are 100% included We are looking for a hands-on and knowledgeable healthtech leader that is eager to jump into and build a Customer Success function at a growing healthcare data platform startupWe’re a remote first company and this person should be comfortable in a hybrid setup where they are either coming into our Boston office or traveling in on a regular basisAnalytical mindset with the ability to derive insights from customer dataExceptional communication, leadership and collaboration skillsAbility to hit and exceed targets in a fast-paced environmentProven experience in a senior-level Customer Success leadership role, preferably leading teamsBachelor’s degree in Marketing, Business, or a related field; MBA is a plusTrack record of implementing and optimizing customer success processesPassion for improving healthcare in the USDemonstrated success in managing enterprise-level customer relationships and growing key accountsProven experience in an account management or customer success function within a healthcare technology setting, with a focus on value-based care companiesStrong understanding of healthcare industry dynamics, regulations, and market trends Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current healthcare system with their unique experiences #J-18808-Ljbffr