Customer Success Specialist/Associate

About Zorro

Zorro is a fast-growing technology startup transforming how companies offer employee benefits. Our mission is to create a comprehensive financial platform for healthcare that tailors benefits to each individual, optimizes costs for employers, and ensures a positive experience for users. We focus on Individual Coverage Health Reimbursement Arrangements (ICHRA), a modern alternative to traditional group health plans that allows employers to provide tax-free funds for employees to select their own health coverage.

Our platform simplifies this innovation by guiding employees through choosing the right insurance and managing their health finances, revolutionizing benefits with personalization at scale. We are proud to be recognized as one of the best workplaces in healthcare by Modern Healthcare, reflecting our commitment to a collaborative and growth-oriented culture.

Role Overview

We seek an experienced Client Success Manager who will be the primary contact and support for clients onboarding to Zorro’s platform. This role involves managing projects, coordinating internally to improve the onboarding journey, and delivering client training and expertise about the platform.

While prior experience with client servicing, benefits administration, or ICHRA knowledge is beneficial, exceptional communication skills, dedication to customer service, adaptability in a dynamic environment, and experience managing multiple clients and projects simultaneously are essential.

Key Responsibilities

• Act as the main internal advocate for clients, ensuring their goals and needs are well represented across teams.
• Manage end-to-end onboarding, from initial sale through successful platform adoption.
• Coordinate with brokers, producers, business owners, and HR administrators to set timelines and milestones, keeping all parties updated.
• Lead client communications and provide training to ensure comfort and readiness with the platform.
• Configure the platform settings to support a smooth client launch.
• Collaborate closely with product, operations, and support teams to deliver consistent service quality.

Candidate Profile

• Detail-oriented with strong organizational skills, committed to accuracy and maintaining workflow momentum.
• Excellent and empathetic communication skills, written and verbal, focused on client needs.
• Keen to learn about SaaS platforms, health benefits, and operational processes, seeking continuous development.
• Technically proficient with the ability to quickly grasp new features and explain technical information clearly.
• Adaptable, resilient, and comfortable working in fast-paced and changing environments.
• Independently manages multiple tasks and priorities efficiently.

Qualifications

• 2 to 5 years experience leading initiatives in technology startups or SaaS companies, understanding intersections of product, customer success, and operations.
• Practical use and optimization of internal technical tools like Intercom and Hubspot; experience in tool deployment or configuration is a plus.
• Demonstrated ability to quickly learn and iterate processes and tools.
• Eagerness to learn about ICHRA and benefits administration workflows from sales through implementation.
• Experience in health insurance or benefits industry is advantageous but not required.

Why Choose Zorro?

• Opportunity to join a mission-driven team reshaping a trillion-dollar industry.
• Your efforts will impact thousands of employees and employers making critical decisions.
• Work alongside experienced entrepreneurs and a low-ego, high-performing team dedicated to innovation.
• Chance to grow professionally and contribute as the company scales.