Customer Success Manager

Zus Health is a shared health data platform focused on accelerating healthcare data interoperability. As a Customer Success Manager, you will be responsible for managing executive-level customer relationships, ensuring long-term retention, and driving revenue growth across a portfolio of healthcare provider accounts.

Responsibilities:

• Customer Ownership - own the overall health, retention, and growth of assigned accounts. Serve as the primary point of contact, coordinating across internal teams to ensure consistent delivery, clear communication, and alignment with customer goals
• Relationship & Stakeholder Management - build and maintain trusted relationships with executive, clinical, operational, and technical stakeholders across enterprise healthcare organizations. Develop a deep understanding of customers’ strategic priorities, success criteria, and organizational dynamics to guide long-term partnership and value realization
• Customer Lifecycle Management - ensure seamless transition out of the Implementation/Onboarding cycle by establishing clear milestones, success metrics, and early proof points that demonstrate Zus’s impact
• Product Adoption - own the growth and scale plan for customers, ensuring they’re maximizing their Zus utilization and are taking advantage of new product features and functionality as available
• Account Planning & Performance Management - create and maintain account plans that include success metrics, KPIs, renewal timelines, and expansion strategies. Use data and analytics to monitor performance, identify optimization opportunities, and inform proactive engagement
• Technical & Operational Partnership - partner closely with customer technical teams to support complex integrations, including system configuration, data migration, and interoperability with existing healthcare systems. Provide guidance on best practices while helping troubleshoot and unblock technical and operational challenges
• Issue Management & Risk Mitigation - proactively identify, triage, and resolve customer issues, including escalations and complex support scenarios. Monitor account risk signals, coordinate cross-functional response plans, and ensure timely resolution to protect customer trust and retention
• Renewals & Expansion - own renewal strategy and execution for enterprise accounts, ensuring value is clearly articulated and realized. Identify and advance expansion opportunities in partnership with customers by aligning additional use cases, capabilities, or scale with their evolving needs
• Customer Advocacy - act as the voice of the customer within Zus Health. Partner with product, engineering, and services teams to surface feedback, influence roadmap priorities, and drive continuous improvement based on enterprise customer needs

Requirements:

• 7–10+ years of experience managing and growing complex customer relationships, with a proven ability to drive measurable value and long-term outcomes for enterprise healthcare customers
• Deep domain expertise in healthcare, including experience with value-based care models, digital health solutions, and data interoperability
• Demonstrated success partnering with technical and implementation teams to deliver enterprise software solutions, guide customers through go-live, and accelerate time to value
• Strong ability to understand, synthesize, and communicate complex technical and business concepts to both technical and non-technical stakeholders
• Excellent communication, relationship-building, and organizational skills, with confidence engaging senior and executive-level stakeholders
• Proven ability to influence and collaborate cross-functionally, aligning product, engineering, services, and leadership teams around customer outcomes
• Highly developed problem-solving skills, with the ability to proactively identify issues, troubleshoot effectively, and develop practical solutions in dynamic environments
• Experience working with EMR systems and clinical or operational healthcare workflows within provider organizations
• A self-directed, adaptable mindset suited for a fast-paced, growth-stage environment, with comfort navigating ambiguity and evolving priorities
• A genuine passion for improving the U.S. healthcare system and advancing better outcomes through technology
• Bachelor's degree required
• advanced degree in business, healthcare, or a related field preferred