客户成功副总裁
VP, Customer Success
我们是谁
Zus 是一个共享健康数据平台，旨在通过提供易于使用的患者数据 API、嵌入式组件和直接 EHR 集成，加速医疗数据互操作性。由 Jonathan Bush 创立于 2021 年，他曾是 athenahealth 的联合创始人兼前首席执行官。Zus 与 HIE 和其他数据网络合作，聚合患者的临床病史，然后在诊疗点将这些病史转化为用户友好的信息。Zus 的使命是通过最大化患者洞察的价值，激发医疗领域最伟大的发明者，让他们能够构建，而不是绕过。
我们正在寻找一位经验丰富、动手能力强的医疗科技领导者，愿意加入并建立客户成功职能。作为 Zus 的客户成功副总裁，您将负责领导和优化客户成功职能，主要关注企业价值护理客户。成功的候选人将通过实施有效的策略、流程和指标来推动客户满意度、留存率和增长。该职位将与公司各部门合作，确保我们的客户高度参与，并增加对 Zus 聚合档案的使用。
此职位向首席运营官（COO）汇报，并随着 Zus 的发展建立和领导团队。我们是一家以远程办公为主的公司，该职位的人应适应混合办公模式，定期前往波士顿办公室或出差。
作为早期团队成员，您将被要求：
- 制定并执行与公司目标一致的全面客户成功流程和策略
- 建立并维护与关键企业客户的良好关系，确保他们的需求得到满足甚至超越
- 定义并跟踪关键指标和关键绩效指标（KPI），以衡量客户参与度、满意度和留存率的成功程度
- 与跨职能团队合作，特别是销售团队，与整体公司目标和关键成果（OKRs）保持一致，为实现更广泛的组织目标做出贡献
- 开发和改进客户成功流程，以确保效率、可扩展性和无缝的客户体验
- 与其他 Zus 团队合作，识别升级销售、交叉销售和扩大关键账户的机会，同时负责客户增长指标
- 负责总体 Zus 收入，并确保持续增长
查看英文原文
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.