Senior Customer Succes Manager

The posting, as Viz.ai wrote it

ABOUT VIZ.AI

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. The platform uniquely combines real-time, multimodal clinical data with deep clinician engagement to detect disease earlier, coordinate care teams, and help ensure patients receive the right treatment faster. Viz.ai was the first company to be awarded CMS reimbursement for AI and is ranked the #1 Healthcare AI Platform by hospitals and health systems in the Black Book Research survey. For more information, visit Viz.ai.

The Role

As a Senior Customer Success Manager, you will be responsible for owning and nurturing relationships with our most strategic, high-value customers. You will work closely with customers to understand their needs, help them realize the full potential of our product, and act as their trusted advisor. Your efforts will directly impact customer retention, satisfaction, and overall business growth.

This is a senior-level position that requires a deep understanding of customer needs, strong relationship-building skills, and a proven track record in customer success, as well as the ability to mentor junior team members and help shape the company’s customer success strategy. The CSM is responsible for expanding the utilization of the platform, including new modules, within the health system and is the connection point between our customers and the Viz internal team.

KEY RESPONSIBILITIES

Customer Relationship Management

• Own and manage a mixed portfolio of mid market and growth accounts, ensuring each customer receives personalized and effective support throughout their lifecycle.
• Build long-term, trusted relationships with key customer stakeholders, acting as a primary point of contact and advocate within the organization.
• Conduct regular business reviews with senior customer stakeholders to ensure alignment on goals, expectations, and success metrics.
• Anticipate and address potential challenges or opportunities, helping customers navigate complex product or service adoption processes.

Customer Success Strategy

• Develop and implement tailored customer success plans that drive customer satisfaction, adoption, and retention.
• Proactively identify opportunities for customer growth (e.g., upsell, cross-sell, and renewals) and work with the sales team to capitalize on these opportunities.
• Advise customers on best practices, process improvements, and strategic goals that align with both customer and company objectives.
• Analyze customer health metrics, product usage data, and customer feedback to provide actionable insights for product and service improvement.

Customer Onboarding & Adoption

• Oversee the successful onboarding of new customers, ensuring they are set up for success and are able to fully leverage our product or service fr

[…]
y checkpoints with each customer, conducting quarterly business reviews, regular meetings with Sales counterparts, utilizing SFDC and Monday.com http://Monday.com

• You are driving new ARR with expansion and upsell/cross-sell and ensuring all renewals are completed on time

WHY SHOULD YOU JOIN US?

• If you are looking to make an impact, we are mission-driven and are making a difference in peoples’ lives every day.
• If you want to be a part of an amazing team , our people are the heart of everything we do.
• If you are a self-starter and naturally motivated, our work is driven by curiosity, innovation and team collaboration which allows us to leverage our skills immeasurably.

We are a remote-first company across the U.S. and EU, with a team in Tel Aviv operating in a flexible hybrid model, conveniently located near a train line.

Viz.ai http://Viz.ai is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided.

In the U.S., Viz offers competitive benefits, including medical, dental, vision, 401(k), generous vacation, and additional benefits to full-time employees. Viz.ai http://Viz.ai is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis prohibited by federal, state, or local law.

Employees in Israel are offered a comprehensive benefits package, including, among others: dental insurance, performance-based bonuses, a Cibus meal allowance, meals at the office, and more.

If you’re applying for a position in San Francisco, please review the San Francisco Fair Chance Ordinance guidelines https://www.sf.gov/information--fair-chance-ordinance applicable in your area.

#LI: GH1

#LI: remote