Customer Success Manager - East

About Viz.ai

Viz.ai is the pioneer in the use of AI algorithms and machine learning to increase the speed of diagnosis and care across 1,700+ hospitals and health systems in the U.S. and Europe. The AI-powered Viz.ai OneTM is an intelligent care coordination solution that identifies more patients with a suspected disease, informs critical decisions at the point of care, and optimizes care pathways and helps improve outcomes. Backed by real-world clinical evidence, Viz.ai One delivers significant value to patients, providers, and pharmaceutical and medical device companies.

The Role:  

As a Customer Success Manager, you will be responsible for owning and nurturing relationships with our most strategic, high-value customers. You will work closely with customers to understand their needs, help them realize the full potential of our product, and act as their trusted advisor. Your efforts will directly impact customer retention, satisfaction, and overall business growth.

This is a senior-level position that requires a deep understanding of customer needs, strong relationship-building skills, and a proven track record in customer success, as well as the ability to mentor junior team members and help shape the company’s customer success strategy. The CSM is responsible for expanding the utilization of the platform, including new modules, within the health system and is the connection point between our customers and the Viz internal team.

Key Responsibilities:Customer Relationship Management:

• Own and manage a mixed portfolio of mid market and growth accounts, ensuring each customer receives personalized and effective support throughout their lifecycle.
• Build long-term, trusted relationships with key customer stakeholders, acting as a primary point of contact and advocate within the organization.
• Conduct regular business reviews with senior customer stakeholders to ensure alignment on goals, expectations, and success metrics.
• Anticipate and address potential challenges or opportunities, helping customers navigate complex product or service adoption processes.

Customer Success Strategy:

• Develop and implement tailored customer success plans that drive customer satisfaction, adoption, and retention.
• Proactively identify opportunities for customer growth (e.g., upsell, cross-sell, and renewals) and work with the sales team to capitalize on these opportunities.
• Advise customers on best practices, process improvements, and strategic goals that align with both customer and company objectives.
• Analyze customer health metrics, product usage data, and customer feedback to provide actionable insights for product and service improvement.

Customer Onboarding & Adoption:

• Oversee the successful onboarding of new customers, ensuring they are set up for success and are able to fully leverage our product or service from the start.
• Guide customers through key milestones, ensuring they are realizing the value of the product as quickly as possible.
• Drive adoption and ensure customers are maximizing product usage, helping them integrate the product into their day-to-day operations.

Collaboration & Cross-Functional Leadership:

• Collaborate closely with Sales, Marketing, Product, and Support teams to ensure alignment and deliver a seamless customer experience across all touchpoints.
• Provide product feedback and customer insights to the Product and Engineering teams to influence product improvements or new feature development.
• Mentor and support junior customer success team members, sharing knowledge and best practices, and helping them develop in their roles.

Customer Retention & Advocacy:

• Develop a deep understanding of your customers' business objectives, identifying and mitigating any risks to customer retention.
• Champion customer needs within the company, advocating for the voice of the customer in strategic discussions.
• Measure and report on customer health, leveraging customer success metrics (e.g., Net Promoter Score, Customer Satisfaction, retention rates) to track progress and identify areas for improvement.
• Actively manage customer renewals, ensuring they are completed successfully and timely, while expanding customer relationships.

Training & Development:

• Lead training sessions, webinars, or workshops for customers, helping them maximize their understanding and use of the product.
• Stay up to date with product changes, new features, and industry trends, and continuously adapt strategies to meet evolving customer needs.

You will love this job if:

• You are passionate about helping others succeed: You thrive when your work directly contributes to your customers' success, and you take pride in seeing your clients reach their goals using the solutions you've provided.
• You love building long-term relationships: You enjoy forming strong, trusting connections with customers and see value in maintaining those relationships over time, ensuring they continually get the most out of your product.
• You’re a problem-solver at heart: When challenges arise, you’re the first to jump in and find solutions. You take initiative to resolve issues before they become problems, keeping customers happy and engaged.
• You have a consultative mindset: You don’t just sell a product—you guide your customers, offer thoughtful advice, and recommend the best ways to use the product to meet their unique needs and objectives.
• You’re comfortable working with senior leaders: You enjoy collaborating with executives and decision-makers, whether in regular business reviews or helping to shape customer strategy. You can clearly communicate complex issues and opportunities in a way that resonates with top-level stakeholders.
• You thrive in a dynamic, fast-paced environment: You’re able to pivot quickly, adapt to change, and stay organized while managing multiple customer accounts, all while maintaining a high level of service and customer satisfaction.

Requirements:

• Minimum 5+ years in a Customer Success, Sales or Marketing role in the healthcare industry OR clinical experience (radiology, neuroscience, cardiology), preferably within SaaS or a technology-driven industry.
• Proven track record of managing large, high-value customer accounts and driving customer success, retention, and growth.
• Exceptional relationship-building skills with the ability to work closely with C-level executives, business leaders, and cross-functional teams.
• Strong problem-solving abilities, with the ability to anticipate customer needs and challenges before they arise.
• Expertise in customer success strategies, including onboarding, adoption, retention, and customer expansion as well as experience with upselling, cross-selling, and renewals to expand customer relationships.
• Experience with customer success tools (e.g., Gainsight, Salesforce, Zendesk, or similar CRM/CSM software) and excellent communication (written and verbal) and presentation skills; the ability to articulate complex ideas simply and persuasively.

What success looks like:

• You have established deep relationships with stakeholders in each relevant department in your hospitals as well as administration and C-Suite
• With your leadership, your customers are achieving their Measures of Success and have seen return on their investment in Viz 
• You are religious about:  monitoring data and proactive action to mitigate risk, monthly checkpoints with each customer, conducting quarterly business reviews, regular meetings with Sales counterparts, utilizing SFDC and Monday.com
• You are driving new ARR with expansion and upsell/cross-sell and ensuring all renewals are completed on time

Viz offers competitive benefits, including medical, dental, vision, 401k, generous vacation, and other great benefits to full-time employees.  

Viz.ai is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

As part of our commitment to health and safety, we require Viz.ai employees to be fully vaccinated before any in-person meetings unless you are exempt.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Base salary range: $97,000 - $123,000

Compensation includes base salary + commission + equity

#LI: GH1

#LI: Remote