Founding Customer Success Director

ABOUT YUZU At 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 OPPORTUNITY We’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 risk - Growth 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 plan - Operational 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 it - Voice of the customer: You’ll turn recurring customer pain into a product roadmap and communicate it effectively to our team - Team growth: You’ll support recruitment and development of our CSD team as we grow   THE SKILLSET - 4+ 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 preference - Growth instinct – you’ve grown accounts and can explain how you did it and measured impact. You bring structure and process discipline to generate that growth - Executive presence under pressure – you can work with our customers’ executive teams with confidence and handle challenging conversations   90 DAYS AT YUZU The First 30 Days - Ramp on Yuzu’s product, customers, and current post-sale motion - Learn the existing book of business and how accounts would be split across the two hires - Build context on customer profiles, account needs, and where support is most needed - Align with the implementation team, since this role is CS-focused rather than implementation-focused The First 60 Days - Take ownership of a portion of the existing book of business - Begin managing customer relationships directly and supporting day-to-day success - Start building a repeatable customer success approach, including QBR cadence, QBR inputs, and an initial health-scoring framework - Identify early upsell opportunities across mapped accounts, with expansion tied to the role over time 90 Days & Beyond - Fully own a defined segment of the customer base and build strong relationships across those accounts. - Help shape how the CS function should operate as one of the early builders of the team - Create more structure around account ownership, customer engagement, growth opportunities, and segmentation - Show early traction on customer health, relationship management, expansion identification, and the foundations for a measurable NPS baseline   INTERVIEW PROCESS 1. Initial Recruiter Interview: 30 min 2. Hiring Manager interview: 45 minutes 3. Take home assignment: ~2 hours 4. Onsite: 2 hours   SALARY & EQUITY In this role, you’ll receive a $210,000 - $270,000 Salary, + 10-30% bonus, early equity, and full benefits.   LOCATION 5 days a week in our West Village, New York office   THE PERKS 🌴Flexible PTO: Unlimited ⚕️Paid health benefits 100%: Medical, vision, and dental 🏦 401k Provider and match 📚Productivity Stipend: $3000/annually 🏠Home Office Stipend: for remote employees 🎉 Team Outings and Offsites: We just went to a mets game! 🥪 Daily in-office Lunch