Customer Success Manager, Zus Health
$110-155k
Plus equity
More information about location
Development platform for healthcare startups
Job no longer available
Development platform for healthcare startups
21-100 employees
Job no longer available
$110-155k
Plus equity
More information about location
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
- This role requires strong executive presence paired with hands-on problem solving
- You are comfortable leading strategic planning conversations with executive stakeholders while also partnering closely with on-the-ground teams to navigate operational complexity, technical challenges, and change management
- 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
- 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 a Customer Success Manager at Zus Health, you own the post-implementation customer journey for complex healthcare provider organizations and value-based care organizations that are leaning into data interoperability to deliver exceptional patient care.
- Reporting to the Head of Customer Success, you are accountable for executive-level customer relationships, long-term retention, and revenue expansion across a portfolio of customer accounts
- You develop a deep understanding of each customer’s organizational structure, business priorities, and clinical and operational success metrics
- Acting as a trusted advisor across stakeholders - executive, clinical, operational, and technical - you guide customers through product adoption and value realization strategies that align Zus Health’s platform with their organization-wide initiatives
- You proactively identify risk, orchestrate cross-functional engagement, and ensure clear accountability across Zus Health and customer teams
- You own enterprise account planning, including success plans, renewal and expansion strategies, and clearly defined KPIs tied to customer outcomes
- You leverage data and analytics to track performance, identify optimization opportunities, and uncover pathways for growth
- As the primary point of contact for your accounts, you advocate for customers internally while aligning product, engineering, and services resources to ensure consistent, measurable value delivery at scale
- 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
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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