Senior Customer Success Manager

Summary

Join Viz.ai as a Senior Customer Success Manager and serve as a trusted advisor to clients, leveraging AI technology to coordinate care. Monitor and optimize customer experience, exceeding expectations and delivering meaningful results. Provide ongoing training, optimize workflows, and ensure application use across specialties. Build and execute business plans to help clients achieve their goals, driving contract renewals and expanding business. This role requires strong customer relationship building, cross-functional collaboration, and a passion for technology and clinical care. You will be at the intersection of technology, clinical care, customer relationships and revenue generation. The ideal candidate thrives in a fast-paced environment and is highly motivated to drive business forward.

Requirements

• Minimum 8+ years in a Customer Success, Sales or Marketing role in the healthcare industry OR clinical experience (radiology, neuroscience, cardiology)
• Strong knowledge of US healthcare systems
• Outstanding track record of working with customers
• Very strong verbal and written communication skills
• Ability to travel (20-30%)

Responsibilities

• Serve as the primary contact and a trusted partner for our customers with strong relationships across each care team, administration and the C-Suite
• Monitor and optimize the customer’s experience to exceed expectations and deliver meaningful results, including monitoring engagement and utilization data and implementing solutions to ensure our product’s stickiness
• Provide ongoing training to Users and work closely with the clinical team to continuously optimize the workflow and ensure all specialties are using the application
• Build and execute a business plan to help the customer achieve their Measures of Success and appreciate improvement in clinical, financial and operational outcomes
• Drive contract renewals, expansion into new sites and highlight new products of interest for customers, partnering with the sales team to expand the business  and increase revenue per account

Preferred Qualifications

• You thrive on building meaningful customer relationships at all levels of the organization
• You are excellent at cross-functional collaboration and want to be part of a passionate and mission-driven team
• You want a role where you’ll be at the intersection of technology, clinical care, customer relationships and revenue generation
• You are a creative problem-solve, are detail-oriented and get things done
• You are excited by the idea of a constantly changing, fast-paced environment
• You are highly motivated, proactive and stop at nothing to drive the business forward
• 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

• Medical
• Dental
• Vision
• 401k
• Generous vacation