Senior Customer Succes Manager

Openkrill; United States; Remoto; USD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

Viz.ai is seeking a Senior Customer Success Manager to own and nurture relationships with strategic, high-value customers in a healthcare SaaS environment. You will drive retention, adoption, and growth, mentoring junior team members and shaping CS strategy across onboarding and renewals.

You will collaborate with Sales, Product, and Support to ensure a seamless customer experience, monitor health metrics, and provide actionable insights for product and service improvements.

Competenze

• 5+ years in CS, Sales, or Marketing in healthcare, or clinical experience (radiology, neuroscience, cardiology), preferably in SaaS.
• Proven track record of managing large, high-value customer accounts and driving retention and growth.
• Exceptional relationship-building with C-level executives and cross-functional teams.
• Experience with CS strategies across onboarding, adoption, retention, and expansion including renewals.
• Familiarity with CS tools such as Gainsight, Salesforce, Zendesk.

Mansioni

• Own and manage a mixed portfolio of mid market and growth accounts with personalized support.
• Build long-term relationships with key stakeholders and act as primary contact and advocate.
• Conduct regular business reviews to align goals and success metrics.
• Develop tailored CS plans to drive adoption, retention, and expansion.

Conoscenze

Customer Success

Account Management

Relationship Building

Strategic Thinking

Communication

Strumenti

Gainsight

Salesforce

Zendesk

Descrizione del lavoro

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 from the start.
• Guide customers through key milestones, ensuring they are realizing the value of the product as quickly as possible.
• Drive adoption and ensure customers are maximizing product usage, helping them integrate the product into their day-to-day operations.

Collaboration & Cross-Functional Leadership:

• Collaborate closely with Sales, Marketing, Product, and Support teams to ensure alignment and deliver a seamless customer experience across all touchpoints.
• Provide product feedback and customer insights to the Product and Engineering teams to influence product improvements or new feature development.
• Mentor and support junior customer success team members, sharing knowledge and best practices, and helping them develop in their roles.

Customer Retention & Advocacy:

• Develop a deep understanding of your customers' business objectives, identifying and mitigating any risks to customer retention.
• Champion customer needs within the company, advocating for the voice of the customer in strategic discussions.
• Measure and report on customer health, leveraging customer success metrics (e.g., Net Promoter Score, Customer Satisfaction, retention rates) to track progress and identify areas for improvement.
• Actively manage customer renewals, ensuring they are completed successfully and timely, while expanding customer relationships.

Training & Development:

• Lead training sessions, webinars, or workshops for customers, helping them maximize their understanding and use of the product.
• Stay up to date with product changes, new features, and industry trends, and continuously adapt strategies to meet evolving customer needs.

You will love this job if:

• You are passionate about helping others succeed: You thrive when your work directly contributes to your customers' success, and you take pride in seeing your clients reach their goals using the solutions you've provided.
• You love building long-term relationships: You enjoy forming strong, trusting connections with customers and see value in maintaining those relationships over time, ensuring they continually get the most out of your product.
• You’re a problem-solver at heart: When challenges arise, you’re the first to jump in and find solutions. You take initiative to resolve issues before they become problems, keeping customers happy and engaged.
• You have a consultative mindset: You don’t just sell a product—you guide your customers, offer thoughtful advice, and recommend the best ways to use the product to meet their unique needs and objectives.
• You’re comfortable working with senior leaders: You enjoy collaborating with executives and decision-makers, whether in regular business reviews or helping to shape customer strategy. You can clearly communicate complex issues and opportunities in a way that resonates with top-level stakeholders.
• You thrive in a dynamic, fast-paced environment: You’re able to pivot quickly, adapt to change, and stay organized while managing multiple customer accounts, all while maintaining a high level of service and customer satisfaction.

Requirements:

• Minimum 5+ years in a Customer Success, Sales or Marketing role in the healthcare industry OR clinical experience (radiology, neuroscience, cardiology), preferably within SaaS or a technology-driven industry.
• Proven track record of managing large, high-value customer accounts and driving customer success, retention, and growth.
• Exceptional relationship-building skills with the ability to work closely with C-level executives, business leaders, and cross-functional teams.
• Strong problem-solving abilities, with the ability to anticipate customer needs and challenges before they arise.
• Expertise in customer success strategies, including onboarding, adoption, retention, and customer expansion as well as experience with upselling, cross-selling, and renewals to expand customer relationships.
• Experience with customer success tools (e.g., Gainsight, Salesforce, Zendesk, or similar CRM/CSM software) and excellent communication (written and verbal) and presentation skills; the ability to articulate complex ideas simply and persuasively.

What success looks like:

• You have established deep relationships with stakeholders in each relevant department in your hospitals as well as administration and C-Suite
• With your leadership, your customers are achieving their Measures of Success and have seen return on their investment in Viz
• You are religious about: monitoring data and proactive action to mitigate risk, monthly 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’