About the role
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 Viz.ai is at an inflection point and Customer Success is central to how we continue to accelerate growth. We are looking for an exceptional CS leader to own the West and work closely with the East leader to build a world-class CS organization. This is a genuine leadership mandate, not a management role dressed up with a Director title. You will own regional NRR, collaborate with the East CS leader to build the commercial CS motion for Suite, serve as a senior CS voice for a portfolio of enterprise health system accounts, and operate as a true commercial peer to Sales. You will report directly to the CRO and partner closely with your counterpart, the East Director. YOU WILL Own West region customer outcomes Be accountable for NRR, expansion, and retention across your regional portfolio of health system accounts Build the structure, playbooks, and operating cadence to deliver consistent customer value at scale Establish and institutionalize best practices for adoption, lifecycle management, and outcomes measurement across the Viz platform Drive the Suite selling motion Build the CS-side commercial motion for Viz's transition from module-based to Suite and Platform-based selling Co-own multi-product account strategy with enterprise AEs, identifying expansion opportunities, influencing deal strategy, and ensuring CS is a revenue driver, not just a retention function Develop and institutionalize expansion playbooks (upsell, cross-sell, EBRs) oriented around growth, not just health scores Operate as a commercial peer to Sales Partner arm-in-arm with enterprise Account Executives on pipeline, handoffs, and account strategy Contribute to forecasting and NRR planning at the regional level alongside Sales leadership Ensure customer insights are consistently fed back to Sales, Product, and Clinical teams to drive satisfaction and revenue growth Engage at the executive level Build and maintain C-suite relationships with CMOs, CMIOs, and VP-level operational leaders across complex IDN accounts Serve as a senior escalation point and executive sponsor for strategic accounts in the West Represent the voice of the customer to internal stakeholders — articulating insights and feedback that shape product and go-to-market decisions Build and develop your team Lead, coach, and grow a team of Customer Success Managers across the West region Establish clear performance standards, build a coaching culture, and develop talent through outstanding professional development Recruit exceptional CS talent and cultivate a team that consistently exceeds customer expectations Shape the CS function As one of two CS Directors reporting to the CRO, contribute meaningfully to how the entire CS organization is built: metrics, tooling, segmentation models, and operating model Ensure strong cross-functional alignment between CS, Sales, Implementation, Clinical, and Product Build headcount planning models and contribute to annual CS strategy and budget planning YOU WILL LOVE THIS JOB IF You thrive on building meaningful customer relationships at every level, from frontline champions to the C-suite You are energized by building, not just running, you create structure where there isn't any and bring others along You have succeeded in a leadership role in a high-growth healthcare SaaS company and want to do it again at a company with real clinical impact You know how to speak revenue fluently and have operated CS as a commercial function, not a support function You are a people-motivator, both internally and externally, and people want to follow your lead You are driven by Viz's mission to improve lives by increasing access to life-saving treatments