Customer Success Manager
Position Overview We are seeking a driven and strategic Customer Success Manager (CSM) to strengthen partnerships, maximize client outcomes, and support revenue growth. You’ll own a portfolio of clients, primarily TPAs, and health plans, helping them unlock measurable ROI and scale their impact through our platform. This is a highly cross-functional role that blends customer relationship management, platform engagement strategy, and solution delivery. You will collaborate with internal product, tech, implementation, data, and marketing teams to ensure client goals are met and exceeded. About zakipoint Health zakipoint Health is the benefits navigation platform for self-funded plans, powering the connectivity across TPAs, self-insured employers, members, brokers, and healthcare providers. Living directly inside the TPA claims workflow and operational chokepoints, our platform transforms fragmented healthcare data into proactive member steerage, AI driven operations, and measurable cost savings for the self-funded employer. Through three fully integrated, compounding engines— zConnect (intelligent member navigation & price transparency), zAnalytics (healthcare intelligence & population health insights), and Zara AI (multi-agent administrative & service voice/chat automation)—we eliminate traditional market gaps without adding headcount. We’re on a mission to connect every stakeholder in the self-funded ecosystem and are looking for leaders who thrive at the intersection of healthcare delivery, AI and healthcare data, and enterprise SaaS growth. Key Responsibilities: Client Success & Strategic Partnership Management Own client relationships from implementation through renewal, acting as a strategic advisor to TPA, employer, and broker stakeholders Build and maintain executive-level relationships with operations, clinical, and financial stakeholders Develop customized success plans with KPIs tied to engagement, savings, and platform adoption Act as the primary point of contact for issue resolution, proactive risk management, and strategic account planning Prepare and deliver quarterly/annual business reviews (QBRs or ABRs), usage analytics, and ROI narratives Engagement, Impact & Growth Drive member activation and campaign engagement within the first 90 days of launch Guide TPAs and employers in targeting member cohorts (e.g., high-cost claimants, chronic conditions) Customize campaigns and engagement journeys using our native mobile app and web portal Provide ongoing product training, knowledge-sharing, and support to ensure client autonomy Identify expansion opportunities and lead upsell conversations based on client needs Achieve quarterly targets for renewals, upsells, and cross-sell revenue Partner with Marketing to create case studies and showcase measurable outcomes Represent the client voice in collaboration with Product, Engineering, and Data teams Contribute to the ongoing development of zakipoint’s Client Success playbooks Skills & Experience Bachelor’s degree preferred in technology, analytical thinking, business or related fields Minimum 3+ years in client success, account management, consulting, ideally in healthcare SaaS or employer benefits Strong relationship management experience, including VP and C-level stakeholders Proven success in driving contract renewals, upsells, and account expansion Deep understanding of, or strong interest in, the self-funded insurance space, including TPAs, stop-loss, PBMs, and employer-led benefit strategies Exceptional communication, presentation, and consultative skills Highly collaborative and proactive in cross-functional environments Ability to distill complex technical solutions into client business value Strong organizational skills and comfort with CRM, analytics tools, and reporting dashboards Core Competencies & Values Client-Centric Mindset: Obsessed with delivering value and measurable outcomes, with curiosity to understand the north star for customers Analytical Thinker: Data-driven with ability to interpret data, insights and engagement trends Ownership driven bias for Action: Proactive problem-solver who thrives on accountability Committed to continuous learning: Committed to learning in an evolving high growth company, technology and healthcare environment Team-Player: Highly collaborative with empathy in working with internal teams and external partners Cultivate a positive environment: Bringing positive energy to the workplace, team members and stakeholders to bring out the best Passion for Healthcare: Committed to improving care, access, and outcomes through better technology Why zakipoint? Work at the intersection of healthcare innovation, analytics, and AI-powered member engagement Join a nimble, high-growth scaling company with a strong mission and measurable impact Base Salary & Commission/bonus plan tied to upsell and retention targets Equity opportunity in a growing company shaping the future of healthcare navigation Flexible remote work environment with a supportive and collaborative team culture Meaningful work that improves lives by making healthcare more affordable, transparent and personalized Access to leadership, rapid decision-making, and the ability to directly influence company direction
How to Apply
If you're interested in joining our mission-driven team, please submit the following to [email protected] Submit through the LinkedIn Job post A 2-3 minute video introducing yourself and sharing: Why you are interested in this role What makes you passionate about healthcare and zakipoint Health Any relevant experience or unique attribute you would like to highlight for this role or zakipoint Health