Customer Success Leader

📋 Description

• Take ownership of customer outcomes in the West region.

• Be responsible for Net Revenue Retention (NRR), expansion, and retention across your portfolio of health system accounts.

• Create the framework, playbooks, and operational processes to ensure consistent delivery of customer value at scale.

• Develop and institutionalize best practices for adoption, lifecycle management, and outcomes measurement throughout the Viz platform.

• Co-create the commercial strategy for Customer Success (CS) as Viz transitions from module-based to Suite and Platform-based sales.

• Collaborate with enterprise Account Executives on multi-product account strategies, identifying expansion opportunities, influencing deal strategies, and ensuring CS functions as a revenue driver rather than merely a retention role.

• Design and institutionalize expansion playbooks (upsell, cross-sell, Executive Business Reviews) focused on growth, not solely health metrics.

• Work closely with enterprise Account Executives on pipeline management, handoffs, and account strategies.

• Contribute to forecasting and NRR planning at the regional level in partnership with Sales leadership.

• Ensure that customer insights are continually communicated to Sales, Product, and Clinical teams to enhance satisfaction and drive revenue growth.

• Establish and nurture relationships with C-suite executives, including CMOs, CMIOs, and VP-level operational leaders across complex Integrated Delivery Networks (IDN).

• Act as a senior escalation point and executive sponsor for key strategic accounts in the West.

• Represent the voice of the customer to internal stakeholders, conveying insights and feedback that inform product and go-to-market strategies.

• Lead, mentor, and develop a team of Customer Success Managers across the West region.

• Set clear performance expectations, foster a coaching culture, and promote talent development through exceptional professional growth opportunities.

• Recruit outstanding Customer Success talent and build a team that consistently surpasses customer expectations.

• Play a significant role in shaping the overall structure of the Customer Success organization: metrics, tools, segmentation models, and operational frameworks.

• Ensure robust cross-functional alignment between CS, Sales, Implementation, Clinical, and Product teams.

• Develop headcount planning models and assist in annual CS strategy and budget formulation.

⛳️ Requirements

• A minimum of 8 years of experience in Customer Success or related customer-facing positions within the enterprise SaaS sector.

• At least 3 years in a Customer Success leadership role with direct responsibility for a team and a regional or segment NRR target.

• Proven experience in building and implementing commercial Customer Success strategies — including expansion, upselling/cross-selling, and executive engagement.

• A history of collaborating with enterprise Sales teams on pipeline and account strategies, beyond just post-closure execution.

• Experience in the healthcare or healthtech sectors is highly preferred, with an understanding of how health systems procure, operate, and adopt technology.

• Experience in managing and developing remote teams effectively.

• Willingness to travel 20–30% for customer visits and team engagements.

🏝️ Benefits

• Health insurance.

• Dental coverage.

• Vision insurance.

• 401(k) plan.

• Generous vacation policy.

• Performance-based bonuses.

• Cibus meal allowance.

• Meals provided at the office.