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
