Customer Success Leader, Viz
West Region
$152-217k
+ Equity and commission
More information about location
AI-powered care coordination
Be an early applicant
AI-powered care coordination
201-500 employees
Be an early applicant
$152-217k
+ Equity and commission
More information about location
201-500 employees
Company mission
To make healthcare work faster and smarter.
Role
Who you are
- 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
- YOU WILL LOVE THIS JOB IF:
- 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
- Why should you join us?
- If you are looking to make an impact, we are mission-driven and are making a difference in peoples’ lives every day
- If you want to be a part of an amazing team , our people are the heart of everything we do
- If you are a self-starter and naturally motivated, our work is driven by curiosity, innovation and team collaboration which allows us to leverage our skills immeasurably
What the job involves
- Viz.ai is at an inflection point and Customer Success is central to how we continue to accelerate growth
- We are looking for an exceptional CS leader to own the West and work closely with the East leader to build a world-class CS organization
- This is a genuine leadership mandate, not a management role dressed up with a Director title
- You will own regional NRR, collaborate with the East CS leader to build the commercial CS motion for Suite, serve as a senior CS voice for a portfolio of enterprise health system accounts, and operate as a true commercial peer to Sales
- You will report directly to the CRO and partner closely with your counterpart, the East Director
- 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
Our take
In the U.S, strokes are the third leading cause of death, killing more than 140,000 people annually. These fatality rates are partially a result of strokes being hard to diagnose, and once they occur, it is often too late.
Viz uses artificial intelligence to rapidly identify stroke victims to provide treatment faster, aiming to save lives and the financial costs associated with medical treatment. The company achieves this by using machine learning, which is trained to identify anomalies within brain scans that neuroscientists struggle to spot.
With a valuation of over $1 billion, in 2023, Viz secured capital from pharmaceutical giant Bristol-Meyers-Squibbs to develop an AI algorithm and provider workflow focused on detecting hypertrophic cardiomyopathy. This is part of Viz's objective of branching out from a focus on strokes into new healthcare territory, such as through its 2025 partnership with precision oncology company Guardant Health to combat lung cancer.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2023
$40m
GROWTH EQUITY VC
Apr 2022
$100m
SERIES D
Total funding: $292.1m
Company benefits
- Work from home opportunities
Company HQ
SoMa, San Francisco, CA
Leadership
Dr Chris Mansi
(Co-Founder & CEO)Was a Neurosurgeon for 4 years before co-founding EDUSURG, an online medical education platform for surgeons, where they also served as CEO.
David Golan
(Co-Founder)Was an algorithm developer at b-hive networks and VMware, before becoming a Teaching Assistant at Tel Aviv University. Was also a Postdoctoral Fellow at Stanford.
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