Director, Health Plan Customer Success

Director, Health Plan Customer Success at Zerigo Health We want to hear from you! To apply, email careers@zerigohealth.com with "Customer Success" in the subject line. Remote · Full-Time · Reports to Chief Platform Officer · Bonus Eligible At Zerigo Health, we're changing what it means to live with a chronic skin condition. Millions of Americans with psoriasis and eczema face a broken system — months-long waits for care, treatments that don't stick, and costs that spiral out of control. We're fixing that. Zerigo's platform combines an FDA-cleared smart home device, AI-driven personalized care plans, and real human support to deliver clinical-grade dermatology care where people actually live — at home. Our results speak for themselves: 88% clinical success rates, 73% treatment adherence, and over $10M in savings generated for every 1,000 members on our platform. We're a fast-growing, mission-driven team at a pivotal moment. We are energized by hard problems, improving things along the way to benefit our members and each other. If you are motivated by meaningful work and the prospect of building something that genuinely improves people's lives, you'll fit right in here. The Standard-Bearer for Every Health Plan We Serve Zerigo Health's clinical outcomes are only as powerful as the partnerships behind them. The Director of Health Plan Customer Success is the person our health plan partners call when they need answers, and the person who makes sure they never have to wait long. You will own the post-sale relationship across our health plan portfolio -- owning the relationship through monthly business reviews, performance analysis, and long-term growth post-implementation. This is not a reactive support role. You will proactively monitor account health, anticipate challenges before they surface, design action plans grounded in data, and ensure every health plan partner is fully realizing the clinical and economic value Zerigo delivers. You will also serve as the connective tissue between our health plan partners and Zerigo's internal teams — bringing the voice of the customer into product, sales, and clinical conversations. CORE DELIVERABLES Relationship Nurturing & Growth Build deep, multi-stakeholder relationships within each health plan — from clinical and pharmacy leadership to operations and finance — fostering trust and long-term retention. Monthly Business Reviews Lead structured, data-driven monthly business reviews with health plan partners — tracking member outcomes, cost savings, and contract performance against agreed KPIs. Problem Solving & Issue Resolution Serve as the primary point of escalation for health plan partners — diagnosing challenges quickly, coordinating internal resources, and delivering timely and transparent resolution. Data-Driven Action Planning Utilize data collection and feedback mechanisms to identify customer needs and challenges, then design and execute high-level action plans that drive satisfaction and measurable outcomes. Retention & Expansion Own health plan retention metrics and actively identify upsell and expansion opportunities — partnering with sales to grow Zerigo's footprint within existing accounts. REQUIRED QUALIFICATIONS What We Are Looking For 5–8 years of experience in customer success, account management, or a client-facing role within healthcare — with direct experience managing health plan, payer, or managed care relationships strongly preferred. Demonstrated ability to manage a portfolio of complex enterprise accounts through all phases of the customer lifecycle — from onboarding and adoption through renewal and expansion. Experience leading executive-level business reviews, including structuring agendas, presenting performance data, and navigating difficult conversations with grace and credibility. Dedication to learning and using AI to enhance your insights and storytelling. Strong analytical mindset — comfortable applying AI to understand data, member outcome metrics, and cost savings reports to identify trends, flag risks, and build compelling account narratives. Proven track record of retaining and growing accounts through proactive relationship management and consultative problem solving. Familiarity with health plan operations: utilization management, pharmacy benefits, member engagement strategies, and value-based program structures. Experience developing or improving customer success processes — including adoption workflows, feedback loops, training programs, and escalation frameworks. Exceptional communicator — able to translate complex clinical and operational information into clear, actionable language for diverse health plan stakeholders. Collaborative by nature — proven ability to work cross-functionally with sales, product, and clinical teams to solve problems and deliver on customer commitments. IDEAL BACKGROUND We are particularly drawn to candidates who have worked inside a health plan, managed care organization, or payer-facing consulting role before moving into vendor-side customer success. That perspective — understanding how health plans evaluate performance, manage vendor relationships, and make renewal decisions — gives you an immediate credibility advantage with our partners and enables a more authentic, consultative approach to account management. We want to hear from you! To apply, email careers@zerigohealth.com with "Customer Success" in the subject line.