Head of Customer Success, Zus Health
$200-240k
+ Equity
Development platform for healthcare startups
Be an early applicant
Development platform for healthcare startups
21-100 employees
Be an early applicant
$200-240k
+ Equity
21-100 employees
Company mission
To catalyze healthcare's greatest inventors by maximizing the value of patient insights - so that they can build up, not around.
Role
Who you are
- 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
- 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
- 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
- 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
What the job involves
- As Head 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 Chief Commercial 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
Our take
Whilst the healthtech sector is growing fast, the kind of tech needed to build within each healthcare field can be radically different. The result has been that most of these companies develop in a vacuum, with time and resources wasted on unnecessary duplications of tools, data, and backends. Zus is looking to remedy this health data isolation issue by building a shared development platform for healthcare startups.
The idea is that companies will benefit from shared data in the backend - thus bringing down the cost and delays currently involved in setting up individual new companies. Whilst the healthtech boom of recent years is showing signs of abating, at least in the US, it’s still a strong and fertile market with plenty of room for innovation. This should keep interest high for capabilities like those offered by Zus.
Moreover, the company is led by HealthTech veteran Jonathan Bush. His tenure at athenahealth saw it ultimately sold in a $17B private equity deal after becoming a leading healthcare network service provider. With this expertise, a market-accelerating proposition, and impressive partnerships, Zus has the potential to be an important player.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Mar 2023
$40m
EARLY VC
Jun 2021
$34m
SERIES A
Total funding: $74m
Company 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
Company HQ
Downtown, Boston, MA
Leadership
Jonathan Bush
(Founder & CEO)Originally an army medic, before consulting for a spell and then taking up an MBA at Harvard Business School. Subsequently founded athenahealth, and spent over two decades at the helm as CEO.
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