Senior Customer Succes Manager

The role

You will own and nurture relationships with strategic, high-value customers to drive retention, satisfaction, and growth. You will act as a trusted advisor, manage onboarding, and expand platform utilization within health systems.

What you will do

• Manage a mixed portfolio of mid market and growth accounts.
• Build long-term, trusted relationships with key customer stakeholders.
• Conduct regular business reviews with senior customer stakeholders.
• Develop and implement tailored customer success plans.
• Identify opportunities for customer growth including upsell, cross-sell, and renewals.
• Advise customers on best practices and strategic goals.
• Analyze customer health metrics and product usage data.
• Oversee the successful onboarding of new customers.
• Drive adoption and maximize product usage.
• Mentor and support junior customer success team members.

Required qualifications

• Minimum 5+ years in a Customer Success, Sales or Marketing role in the healthcare industry OR clinical experience (radiology, neuroscience, cardiology).
• 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.
• Expertise in customer success strategies, including onboarding, adoption, retention, and customer expansion.
• Experience with upselling, cross-selling, and renewals.
• Experience with customer success tools (e.g., Gainsight, Salesforce, Zendesk, or similar CRM/CSM software).
• Excellent communication (written and verbal) and presentation skills.

Nice to have

• Experience within a SaaS or a technology-driven industry.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Generous vacation

About the company

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.