Senior Customer Succes Manager

Viz.ai is a healthcare technology company that develops AI-powered Care Pathways and clinical care coordination solutions. The Senior Customer Success Manager will own strategic customer relationships, drive onboarding, adoption, retention, renewals, and account expansion, and collaborate with cross-functional teams while mentoring junior team members.

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

Requirements:

• Minimum 5+ years in a Customer Success, Sales or Marketing role in the healthcare industry OR clinical experience (radiology, neuroscience, cardiology)
• 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