Lead and build the Customer Success function for enterprise value-based care customers. Drive customer satisfaction, retention, expansion, and usage growth by defining processes, KPIs, and cross-functional initiatives; manage enterprise relationships, identify upsell opportunities, and own revenue growth while cultivating customer advocates.
Who we are
Zus is a shared health data platform designed to accelerate healthcare data interoperability by providing easy-to-use patient data via API, embedded components, and direct EHR integrations. Founded in 2021 by Jonathan Bush, co-founder and former CEO of athenahealth, Zus partners with HIEs and other data networks to aggregate patient clinical history and then translates that history into user-friendly information at the point of care. Zus's mission is to catalyze healthcare's greatest inventors by maximizing the value of patient insights - so that they can build up, not around.
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 startup. 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. We'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 basis.
As part of our early team, you will be asked to:
- 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
You're a good fit for this because you have:
- 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
- Track record of implementing and optimizing customer success processes
- Analytical mindset with the ability to derive insights from customer data
- 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
- Bachelor’s degree in Marketing, Business, or a related field; MBA is a plus
- Ability to travel ~25% of the time to team meetings, client visits and industry conferences
We will offer you…
• Competitive compensation that reflects the value you bring to the team a combination of cash and equity
• 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)
Please Note: 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.
We do not conduct interviews by text nor will we send you a job offer unless you've interviewed with multiple people, including the Director of People & Talent, over video interviews. Job scams do exist so please be careful with your personal information.
Similar Jobs
Software
Lead Prophecy’s global post-sales organization across customer success and technical support. Own retention, renewals, expansion, customer satisfaction, onboarding, adoption, enablement, support performance, and executive escalations. Define segmentation, coverage models, service offerings, metrics, health scoring, and investment plans while scaling the organization. Partner with Sales, Product, Engineering, Marketing, and Field Engineering to represent customer priorities, improve the product, build advocacy, and deliver measurable business outcomes for enterprise customers.
Top Skills:
Ai PlatformsB2B SaasCloud Platforms
Artificial Intelligence • Healthtech • Insurance • Software
Leads Videa’s post-sale customer success and expansion engine for enterprise and mid-market DSO accounts. Oversees onboarding, customer health, strategic account relationships, pilots, rollouts, cross-selling, QBRs, ROI analysis, and revenue expansion. Builds and mentors the Account Management organization, establishes lifecycle processes and performance metrics, and partners with Sales, Product, Marketing, Partnerships, and Clinical Success to improve customer value and shape product direction.
Top Skills:
AI
Fintech • Software
Leads SS&C Health’s Client Success organization, setting strategy for client satisfaction, retention, growth, renewals, and advocacy. Builds executive relationships, oversees strategic accounts, establishes client health metrics, identifies expansion opportunities, manages recovery plans, and leads complex negotiations. Develops a high-performing team and partners cross-functionally with Product, Operations, Professional Services, Sales, and Support to improve client outcomes and operational efficiency across healthcare technology customers.
Top Skills:
AIClaims SystemsDigital Health SolutionsHealthcare Administration PlatformsPharmacy TechnologySaaS
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
