Customer Success Lead

Zorro; United States; On-site; USD 100,000 - 150,000; Full time

Job summary

Zorro is rapidly expanding and seeking a Customer Success Lead to guide clients as they onboard to our platform. You will manage projects, collaborate with internal stakeholders, and provide training to ensure a successful launch.

Prior experience in client servicing or benefits administration is a plus, and strong communication skills are essential in a fast-paced SaaS environment. Join a team driven by innovation, with opportunities to grow as we scale.

Qualifications

• 2–5 years leading end-to-end initiatives in a SaaS startup or tech environment.
• Experience using internal tools like Intercom and Hubspot, plus best practices.
• Willingness to learn ICHRA and benefits administration processes.

Responsibilities

• Act as the primary internal advocate for clients, representing their needs across teams.
• Own the full onboarding process from sale to successful platform go-live.
• Coordinate with brokers, HR admins, and business owners to define timelines and milestones.
• Lead all client communications during implementation, including training sessions.
• Configure the platform to support smooth client launches and adoption.
• Collaborate with product, operations, and support to ensure consistent delivery.

Skills

Organized

Detail-oriented

Client communication

Curious learner

Tech-savvy

Adaptable

Multitasker

Tools

Intercom

Hubspot

Job description

Zorro is a rapidly expanding, cutting-edge technology startup revolutionizing how companies deliver employee benefits. Founded by repeat entrepreneurs and supported by a brilliant and growing team, our mission is to build the end-to-end financial platform for healthcare — a system that personalizes benefits for every individual, streamlines costs for employers, and ensures the entire experience works in people’s favor.

We specialize in the Individual Coverage Health Reimbursement Arrangement (”ICHRA”), a transformative new benefit that replaces old one-size-fits-all group health plans. With ICHRA, employers provide tax-free funds, and employees get to choose the health insurance that’s right for them.

Zorro's platform makes this new freedom simple. We guide employees through the entire process, helping them fully understand their needs, get the best coverage for them and their families, and smartly take care of their health-related finances. This flips the old benefits model on its head, putting control and personalization at the center of healthcare. With the most advanced platform in the industry, Zorro supports the end-to-end ICHRA journey, enabling the true customization of benefits at scale.

Beyond the technology, we are intentional about the environment we’re building. Zorro is proud to be one of Modern Healthcare’s Best Places to Work in Healthcare, a recognition that reflects our commitment to a culture where Zorriers can collaborate, grow, and solve the industry's most complex challenges together.

About the role:

We are growing and looking for an experienced Customer Success Lead 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.

Qualifications:

• 2–5 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, Hubspot), 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
• Disruptive mission: Be part of a team reinventing a trillion-dollar industry.
• High impact: Your work will power critical decisions for thousands of employees and their employers.
• Elite team: Work with repeat entrepreneurs and a group of no-ego, high-horsepower builders driven to create a new benefits paradigm.
• Grow with us: Great opportunity to grow with the team and company as we scale.