Customer Success Leader

Job not on LinkedIn

🕒 May 5

🇺🇸 United States – Remote

💵 $152k - $217k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Viz.ai

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

💰 Venture Round - Viz on 2023-12

Healthcare • Artificial Intelligence • SaaS

<Viz. ai> Viz. ai is an AI-driven healthcare software company that provides an enterprise care-coordination platform and clinical workflow tools powered by over 50 FDA-cleared algorithms. Its platform analyzes medical imaging (CT scans, EKGs, echocardiograms, etc. ) and other clinical data to auto-detect suspected diseases across neurology, cardiology, vascular, oncology, trauma, and radiology, delivering real-time alerts and automated assessments to accelerate diagnosis, streamline workflows, and improve patient outcomes. Viz. ai also partners with life sciences and medical device companies to build customized solutions and supports clinical research, deployment, and integration with cloud and hospital systems.

📋 Description

• Own West region customer outcomes • Be accountable for NRR, expansion, and retention across your regional portfolio of health system accounts • Build the structure, playbooks, and operating cadence to deliver consistent customer value at scale • Establish and institutionalize best practices for adoption, lifecycle management, and outcomes measurement across the Viz platform • Build the CS-side commercial motion for Viz's transition from module-based to Suite and Platform-based selling • Co-own multi-product account strategy with enterprise AEs, identifying expansion opportunities, influencing deal strategy, and ensuring CS is a revenue driver, not just a retention function • Develop and institutionalize expansion playbooks (upsell, cross-sell, EBRs) oriented around growth, not just health scores • Partner arm-in-arm with enterprise Account Executives on pipeline, handoffs, and account strategy • Contribute to forecasting and NRR planning at the regional level alongside Sales leadership • Ensure customer insights are consistently fed back to Sales, Product, and Clinical teams to drive satisfaction and revenue growth • Build and maintain C-suite relationships with CMOs, CMIOs, and VP-level operational leaders across complex IDN accounts • Serve as a senior escalation point and executive sponsor for strategic accounts in the West • Represent the voice of the customer to internal stakeholders — articulating insights and feedback that shape product and go-to-market decisions • Lead, coach, and grow a team of Customer Success Managers across the West region • Establish clear performance standards, build a coaching culture, and develop talent through outstanding professional development • Recruit exceptional CS talent and cultivate a team that consistently exceeds customer expectations • Contribute meaningfully to how the entire CS organization is built: metrics, tooling, segmentation models, and operating model • Ensure strong cross-functional alignment between CS, Sales, Implementation, Clinical, and Product • Build headcount planning models and contribute to annual CS strategy and budget planning

🎯 Requirements

• 8+ years of experience in Customer Success or related customer-facing roles in enterprise SaaS • 3+ years in a CS leadership role with direct ownership of a team and a regional or segment NRR number • Demonstrated experience building and executing commercial CS motions — expansion, upsell/cross-sell, executive engagement • Track record of partnering with enterprise Sales teams on pipeline and account strategy, not just post-close execution • Healthcare or healthtech experience strongly preferred — familiarity with how health systems buy, operate, and adopt technology • Experience managing and developing remote teams • Willingness to travel (20–30%) for customer visits and team engagements

🏖️ Benefits

• Health insurance • Dental • Vision • 401(k) • Generous vacation • Performance-based bonuses, • Cibus meal allowance • Meals at the office