Founding Customer Success Director

Skip to Content Growth Founding Customer Success Director Founding Customer Success Director About YuzuAt Yuzu, we’re building the next-generation health insurance company. We are NOT building a digital brokerage or an AI wrapper - we are going deeper to build the foundational infrastructure required to power tomorrow’s health plans. We believe that software can unlock the ability to build health plans that are affordable, adaptable, and scalable. Yuzu’s platform will be core to this future. So how does this actually work? Over 70% of employer-sponsored health plans are self-funded, meaning the employer acts as the insurer and directly covers employees' healthcare costs. This allows companies to customize benefits, gain flexibility, and save money. Self-funded employers partner with a Third-Party Administrator (TPA) to handle the behind-the-scenes plan administration, like processing claims and managing benefits. The TPA industry is a $500bn sleeper industry that has historically been seen as a services business, bogged down by manual processes and legacy systems. Yuzu is different. We are a vertically integrated & tech-enabled TPA, currently servicing thousands of companies. We differentiate by helping innovative health plans come to life by facilitating new ways to pay for and access healthcare covered by insurance. Yuzu’s goal is to make it as easy for any business to create and manage a custom health plan as it is to create a storefront on Shopify.  The OpportunityWe’re hiring our first Customer Success Director to own the entire experience for our accounts, from launch through ongoing strategic success. You'll be the person who can speak confidently to your accounts’ health, trajectory, and growth potential. This is not a reactive support role. It’s a strategic, revenue-facing role for someone who knows how health plans work under the hood and who can turn that knowledge into expansion, leveraging Yuzu’s resources. You’ll also take more of a leadership role, helping us build the function and grow the team.Healthcare is deeply relationship-driven and success in this role requires building trusted partnerships. If this role is for you, you thrive in operating independently, you have deep customer obsession and love taking strong ownership over your work. What You'll Do:Retention and trust: You’ll keep our customers happy through proactive problem-solving, QBRs, and being the person they call first. You own renewals and churn riskGrowth and upsell: You’ll help our health plan customers grow their own book and member engagement, identify and drive expansion within accounts and get credit for the list. You’ll build and maintain a per-account retention and growth planOperational credibility: You should be fluent enough in health plan design and functioning to diagnose what’s really going wrong in an account and hold our internal teams accountable for fixing itVoice of the customer: You’ll turn recurring customer pain into a product roadmap and communicate it effectively to our teamTeam growth: You’ll support recruitment and development of our CSD team as we grow The Skillset4+ years in customer success, account management, client services or healthcare operations, including time owning senior customer relationships - could be in in benefits consulting, TPAs, benefits administration, etc.,Healthcare domain fluency – you ideally understand how health plans work, plan design, and how TPAs deliver. Direct experience with health plans and / or self-funded employers is a preferenceGrowth instinct – you’ve grown accounts and can explain how you did it and measured impact. You bring structure and process discipline to generate that growthExecutive presence under pressure – you can work with our customers’ executive teams with confidence and handle challenging conversations 90 Days at YuzuThe First 30 DaysRamp on Yuzu’s product, customers, and current post-sale motionLearn the existing book of business and how accounts would be split...