[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.ResponsibilitiesOwn West region customer outcomesBe accountable for NRR, expansion, and retention across your regional portfolio of health system accountsBuild the structure, playbooks, and operating cadence to deliver consistent customer value at scaleEstablish and institutionalize best practices for adoption, lifecycle management, and outcomes measurement across the Viz platformBuild the CS-side commercial motion for Viz's transition from module-based to Suite and Platform-based sellingCo-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 functionDevelop and institutionalize expansion playbooks (upsell, cross-sell, EBRs) oriented around growth, not just health scoresPartner arm-in-arm with enterprise Account Executives on pipeline, handoffs, and account strategyContribute to forecasting and NRR planning at the regional level alongside Sales leadershipEnsure customer insights are consistently fed back to Sales, Product, and Clinical teams to drive satisfaction and revenue growthBuild and maintain C-suite relationships with CMOs, CMIOs, and VP-level operational leaders across complex IDN accountsServe as a senior escalation point and executive sponsor for strategic accounts in the WestRepresent the voice of the customer to internal stakeholders — articulating insights and feedback that shape product and go-to-market decisionsLead, coach, and grow a team of Customer Success Managers across the West regionEstablish clear performance standards, build a coaching culture, and develop talent through outstanding professional developmentRecruit exceptional CS talent and cultivate a team that consistently exceeds customer expectationsAs 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 modelEnsure strong cross-functional alignment between CS, Sales, Implementation, Clinical, and ProductBuild headcount planning models and contribute to annual CS strategy and budget planningSkills8+ years of experience in Customer Success or related customer-facing roles in enterprise SaaS3+ years in a CS leadership role with direct ownership of a team and a regional or segment NRR numberDemonstrated experience building and executing commercial CS motions — expansion, upsell/cross-sell, executive engagementTrack record of partnering with enterprise Sales teams on pipeline and account strategy, not just post-close executionExperience managing and developing remote teamsWillingness to travel (20–30%) for customer visits and team engagementsHealthcare or healthtech experience strongly preferred — familiarity with how health systems buy, operate, and adopt technologyBenefitsMedicalDentalVision401(k)Generous vacationDental insurancePerformance-based bonusesCibus meal allowanceMeals at the officeCompany OverviewViz.ai is the leader in building and deploying AI-powered Care Pathways and helping doctors do their work. It was founded in 2016, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is http://www.viz.ai.Company H1B SponsorshipViz.ai has a track record of offering H1B sponsorships, with 2 in 2024, 1 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.