viz.ai - Customer Success Leader, West Region
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
Responsibilities
• 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 • Drive the Suite selling motion • 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 • Operate as a commercial peer to Sales • 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 • Engage at the executive level • 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 • Build and develop your team • 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 • Shape the CS function • As one of two CS Directors reporting to the CRO, 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 • You thrive on building meaningful customer relationships at every level, from frontline champions to the C-suite • You are energized by building, not just running, you create structure where there isn't any and bring others along • You have succeeded in a leadership role in a high-growth healthcare SaaS company and want to do it again at a company with real clinical impact • You know how to speak revenue fluently and have operated CS as a commercial function, not a support function • You are a people-motivator, both internally and externally, and people want to follow your lead • You are driven by Viz's mission to improve lives by increasing access to life-saving treatments
Benefits
• $152K – $217K • Offers Equity • Offers Commission • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Yes, I have a disability, or have had one in the past • No, I do not have a disability and have not had one in the past • I prefer not to say/answer • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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