Customer Success Leader

Viz.ai

Customer Success Leader for Viz.ai's West region focusing on healthcare SaaS and driving customer outcomes. Lead team and establish relationships with C-suite across health systems to ensure success.

Posted 5/5/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $152,000 - $217,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessNRR (Net Revenue Retention)expansion playbooksupsellcross-sellaccount strategyforecastinglifecycle managementoutcomes measurementcommercial CS motions

Soft Skills

leadershipcoachingteam developmentcross-functional alignmentrelationship buildingcommunicationstrategic thinkingproblem-solvinginfluencingcustomer advocacy