Customer Success Manager

Position Overview

We are seeking a driven and strategic Customer Success Manager (CSM) to strengthen partnerships, maximize client outcomes, and support revenue growth. You’ll own a portfolio of clients, primarily TPAs, health plans, and benefits consultants, helping them unlock measurable ROI and scale their impact through our platform. This is a highly cross‑functional role that blends relationship management, engagement strategy, and solution delivery. You will collaborate with internal product, engineering, data, and marketing teams to ensure client goals are met and exceeded.

About zakipoint Health

zakipoint Health is a fast‑growing SaaS company transforming how self‑funded employers, TPAs, and brokers drive smarter healthcare decisions. Our platform empowers stakeholders with transparency, actionable data, and engagement tools to steer members to higher‑quality, lower‑cost care. We’re solving healthcare’s biggest challenges: confusing navigation, disconnected experiences, and unmanageable costs. We’re on a mission to redefine the member experience and looking for passionate leaders who thrive at the intersection of healthcare, data, and innovation.

Key Responsibilities

• Client Success & Strategic Partnership Management
  • Own client relationships from implementation through renewal, acting as a strategic advisor to TPA, employer, and broker stakeholders.
  • Build and maintain executive‑level relationships with operations, clinical, and financial stakeholders.
  • Develop customized success plans with KPIs tied to engagement, savings, and platform adoption.
  • Act as the primary point for issue resolution, proactive risk management, and strategic account planning.
  • Deliver quarterly business reviews (QBRs), usage analytics, and ROI narratives.
• Engagement, Impact & Growth
  • Drive member activation and campaign engagement within the first 90 days of launch.
  • Guide TPAs and employers in targeting member cohorts (e.g., high‑cost claimants, chronic conditions).
  • Customize campaigns and engagement journeys using our native mobile app and web portal.
  • Provide ongoing product training, knowledge‑sharing, and support to ensure client autonomy.
  • Identify expansion opportunities and lead upsell conversations based on client needs.
  • Partner with Marketing to create case studies and showcase measurable outcomes.
• Product Advocacy, Enablement & Innovation
  • Capture product feedback and advocate for enhancements aligned with client priorities.
  • Achieve quarterly targets for renewals, upsells, and cross‑sell revenue.
  • Represent the client voice in collaboration with Product, Engineering, and Data teams.
  • Contribute to ongoing development of zakipoint’s Client Success playbooks.
  • Utilize CRM and project management tools to streamline delivery and execution.

Skills & Experience

• Bachelor’s degree preferred in healthcare, technology, business, or related field.
• 3+ years in client success, account management, consulting, or sales, ideally in healthcare SaaS or employer benefits.
• Strong relationship management experience, including VP and C‑level stakeholders.
• Proven success in driving contract renewals, upsells, and account expansion.
• Understanding/interest in the self‑funded insurance space (TPAs, stop‑loss, PBMs, employer‑led strategies).
• Exceptional communication, presentation, and consultative skills.
• Highly collaborative and proactive in cross‑functional environments.
• Ability to translate complex technical solutions into client business value.
• Strong organizational skills and comfort with CRM, analytics tools, and reporting dashboards.

Core Competencies & Values

• Client‑centric mindset focused on value and measurable outcomes.
• Analytical thinker; data‑driven with ability to interpret KPIs and engagement trends.
• Ownership and bias for action; proactive problem‑solver.
• Commitment to continuous learning in a fast‑growing, evolving environment.
• Team player with empathy for internal and external partners.
• Positive energy to cultivate a strong work environment.
• Passion for improving care, access, and outcomes through technology.

Why zakipoint Health?

• Work at the intersection of healthcare innovation, analytics, and AI‑powered engagement.
• Join a nimble, high‑growth company with a strong mission and measurable impact.
• Base salary & commission/bonus tied to upsell and retention targets.
• Equity opportunity in a growing company.
• Flexible remote work environment and collaborative culture.
• Meaningful work making healthcare more affordable, transparent, and personalized.
• Access to leadership, rapid decision‑making, and influence on company direction.