Customer Success Manager

Summary

Join Viz.ai as a Customer Success Manager and cultivate strong relationships with key customers. You will be responsible for managing a portfolio of accounts, developing tailored success plans, and ensuring customer satisfaction and retention. This senior-level role requires deep customer understanding, strong relationship-building skills, and proven success in customer success. You will collaborate with various teams, mentor junior team members, and contribute to the company's overall customer success strategy. The position involves expanding platform utilization, acting as a liaison between customers and internal teams, and driving customer growth. Success in this role involves building strong stakeholder relationships, achieving customer success metrics, and proactively mitigating risks.

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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Competitive benefits, including medical, dental, vision, 401k, generous vacation, and other great benefits to full-time employees
• Base salary range: $97,000 - $123,000
• Compensation includes base salary + commission + equity