Senior Customer Success Manager

Viz; United States; Teletrabalho; USD 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Work from home opportunities

Resumo da oferta

Viz is seeking a Senior Customer Success Manager to own strategic relationships with health-system customers. You will guide clients to maximize product value, collaborate across Sales, Marketing, Product, and Support, and serve as a trusted advisor to drive retention, satisfaction, and growth.

You’ll mentor junior team members, expand product adoption, and lead business reviews with C-suite stakeholders to align goals and measure success.

Qualificações

• 5+ years in Customer Success or related role in healthcare SaaS
• Experience with onboarding, adoption, retention, and customer expansion
• Ability to mentor junior team members and shape CS strategy
• Experience with upsell/cross-sell and renewals
• Comfort working with senior leaders and executives

Responsabilidades

• Own and nurture relationships with strategic, high-value customers
• Conduct regular business reviews with senior stakeholders
• Drive adoption and retention across accounts
• Identify expansion opportunities and collaborate with sales
• Onboard new customers and ensure successful product adoption
• Provide insights to product teams from customer feedback
• Mentor and support junior CS team members
• Manage renewals and risk mitigation across the portfolio

Conhecimentos

Relationship-building

Senior-level leadership

Healthcare SaaS experience

Mentoring juniors

Customer success strategy

SFDC & Monday.com

Gainsight/Salesforce/Zendesk

Ferramentas

Gainsight

Salesforce

Zendesk

SFDC

Monday.com

Descrição da oferta de emprego

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

Benefits

• Work from home opportunities

Exceptional relationship-building skills with the ability to work closely with C-level executives, business leaders, and cross-functional teamsYou 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 providedExperience 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 persuasivelyYou'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 stakeholdersYou 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 productYou 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 satisfactionProven track record of managing large, high-value customer accounts and driving customer success, retention, and growthStrong problem-solving abilities, with the ability to anticipate customer needs and challenges before they ariseYou'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 engagedMinimum 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 industryExpertise in customer success strategies, including onboarding, adoption, retention, and customer expansion as well as experience with upselling, cross-selling, and renewals to expand customer relationshipsYou 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