Senior Customer Succes Manager
- Compensation
- $110K–$137.6K / yr
- Location
- United States - Remote
- Work setup
- Remote
- Seniority
- Senior
- Employment
- Full time
- Experience
- 5+ years
- Category
- Support
- Posted
Skills
Must have
- 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 i
- 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 relatio
- 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 arti
Full description
About Viz.ai
Viz.ai is the leader in building and deploying AI-powered Care Pathways and helping doctors do their work. The Viz Platform is deployed in 2,000 hospitals across the United States and trusted by many of the leading life sciences companies. The platform uniquely combines real-time, multimodal clinical data with deep clinician engagement to detect disease earlier, coordinate care teams, and help ensure patients receive the right treatment faster. Viz.ai was the first company to be awarded CMS reimbursement for AI and is ranked the #1 Healthcare AI Platform by hospitals and health systems in the Black Book Research survey. For more information, visit Viz.ai.
The Role:
As a SeniorCustomer 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.