Customer Success Leader, West Region

Viz.ai

1d•Remote

About The Position

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.

Requirements

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
Willingness to travel (20–30%) for customer visits and team engagements

Nice To Haves

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

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
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