Who we're looking for
We are growing and looking for an experienced Customer Success Manager to serve as the liaison and dedicated resource to clients as they onboard to Zorro's platform! In this role, you will have the opportunity to manage projects, collaborate cross-functionally with internal stakeholders to enhance our onboarding experience, and provide subject matter expertise and training for clients as they onboard to our platform. While we're not looking for deep expertise, prior experience in client servicing, benefits administration and ICHRA knowledge is a definite plus. If you don't have this prior experience, but you have unparalleled communication skills, a commitment to superior customer service, ability to adapt within a fast-paced business environment, and previous client management experience handling several clients and projects at once, we’d be delighted to connect with you!
Key responsibilities
- Client Advocacy: Serve as the primary internal advocate for your clients, ensuring their needs and goals are represented across teams.
- End-to-End Onboarding: Own the full onboarding process from point of sale through a successful transition to the Zorro platform.
- Stakeholder Coordination: Partner with brokers, producers, business owners, and HR admins to define timelines, key milestones, and deliverables, keeping both internal and external stakeholders informed throughout.
- Client Communication & Training: Lead all client communications during implementation, including training sessions to ensure platform readiness and user confidence.
- Platform Configuration: Set up and configure the system to support a smooth and effective client launch.
- Cross-Functional Collaboration: Work closely with product, operations, and support teams to ensure a seamless experience and consistent delivery against service expectations.
Who you are
- Organized & Detail-Oriented: You have strong organizational skills and a sharp eye for detail. You take pride in getting things right the first time and keeping workflows on track.
- Client-Focused Communicator: You communicate clearly and professionally, both in writing and in conversation, and always approach interactions with empathy and a client-first mindset.
- Curious & Eager to Learn: You’re excited to deepen your knowledge of SaaS platforms, health benefits, and operational processes, and you actively seek out opportunities to grow.
- Technically Savvy & Quick to Ramp: You’re comfortable learning complex platforms, can quickly master new features as they’re released, and are able to clearly communicate technical concepts to both internal teams and clients.
- Adaptable & Resilient: You’re comfortable navigating change and thrive in fast-paced, dynamic environments where priorities can shift quickly.
- Independent Multi-Tasker: You can manage multiple responsibilities at once, prioritize effectively, and work independently without losing momentum.
Background
- 2–4 years of experience leading end-to-end initiatives in a technology startup or SaaS environment, with a strong understanding of how product, customer success, and operations intersect in a fast-moving, tech-driven company.
- Professional experience using and optimizing internal technical operational tools (e.g. Intercom, Clickup), and helping others develop and employ best practices -- bonus points for deployment/build experience.
- Demonstrated aptitude for learning, creating, and iterating rapidly.
- Willingness to learn ICHRA and benefits administration processes from point of sales to go-live.
- Experience in health insurance or benefits is a plus, but not mandatory.