[Remote] Customer Success Leader, West Region

Note: The job is a remote job and is open to candidates in USA. Viz.ai is the leader in building and deploying AI-powered Care Pathways and helping doctors do their work. They are seeking an exceptional Customer Success Leader to own the West region and build a world-class customer success organization, focusing on customer outcomes and driving revenue through expansion and retention strategies.

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
• 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
• 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

Skills

• 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
• Experience managing and developing remote teams
• Willingness to travel (20–30%) for customer visits and team engagements
• Healthcare or healthtech experience strongly preferred — familiarity with how health systems buy, operate, and adopt technology

Benefits

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

Company Overview

Company H1B Sponsorship