Customer Success Leader

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of customer outcomes in the West region.

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

• Develop the framework, playbooks, and operational cadence needed to provide consistent customer value at scale.

• Establish and embed best practices for adoption, lifecycle management, and outcomes measurement across the Viz platform.

• Create the Customer Success side of the commercial strategy for Viz's shift from module-based to Suite and Platform-based selling.

• Collaborate on multi-product account strategy with enterprise Account Executives, identifying opportunities for expansion, influencing deal strategies, and ensuring Customer Success serves as a revenue driver rather than merely a retention function.

• Develop and institutionalize expansion playbooks (upsell, cross-sell, Executive Business Reviews) focused on growth, beyond just health scores.

• Partner closely with enterprise Account Executives on pipeline management, handoffs, and account strategy.

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

• Ensure customer insights are consistently relayed to Sales, Product, and Clinical teams to enhance satisfaction and revenue growth.

• Build and nurture C-suite relationships with CMOs, CMIOs, and VP-level operational leaders across complex Integrated Delivery Network (IDN) accounts.

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

• Represent the voice of the customer to internal stakeholders by articulating insights and feedback that influence product and go-to-market decisions.

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

• Establish clear performance benchmarks, foster a coaching culture, and enhance talent through exceptional professional development.

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

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

• Ensure strong cross-functional alignment between Customer Success, Sales, Implementation, Clinical, and Product teams.

• Develop headcount planning models and assist in annual Customer Success strategy and budget planning.

⛳️ Requirements

• 8+ years of experience in Customer Success or similar customer-facing roles within enterprise SaaS.

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

• Proven experience in building and executing commercial Customer Success strategies — including expansion, upsell/cross-sell, and executive engagement.

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

• Preferred experience in healthcare or healthtech, with knowledge of how health systems purchase, operate, and adopt technology.

• Experience in managing and developing remote teams.

• Willingness to travel (20–30%) for customer visits and team interactions.

🏝️ Benefits

• Health insurance

• Dental coverage

• Vision insurance

• 401(k) plan

• Generous vacation policy

• Performance-based bonuses

• Cibus meal allowance

• Meals provided at the office