{"id":1927145,"url":"https://alion.io/job/viz-ai-senior-customer-succes-manager","title":"Senior Customer Succes Manager","company":{"id":8858,"name":"Viz.ai","domain":"viz.ai","url":"https://alion.io/company/viz-ai","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":87,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":90,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":110000,"max":137600,"currency":"USD","period":"year","gross":null,"usd_annual":137600},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Monday.com","optional":false},{"name":"Multimodal AI","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-05T18:17:50Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-11-03T02:09:50Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"About Viz.ai\nViz.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.\nThe Role:\nAs 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.\nThis 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.\nKey Responsibilities:\nCustomer Relationship Management:\nOwn and manage a mixed portfolio of mid market and growth accounts, ensuring each customer receives personalized and effective support throughout their lifecycle.\n\nBuild long-term, trusted relationships with key customer stakeholders, acting as a primary point of contact and advocate within the organization.\n\nConduct regular business reviews with senior customer stakeholders to ensure alignment on goals, expectations, and success metrics.\n\nAnticipate and address potential challenges or opportunities, helping customers navigate complex product or service adoption processes.\n\nCustomer Success Strategy:\nDevelop and implement tailored customer success plans that drive customer satisfaction, adoption, and retention.\n\nProactively identify opportunities for customer growth (e.g., upsell, cross-sell, and renewals) and work with the sales team to capitalize on these opportunities.\n\nAdvise customers on best practices, process improvements, and strategic goals that align with both customer and company objectives.\n\nAnalyze customer health metrics, product usage data, and customer feedback to provide actionable insights for product and service improvement.\n\nCustomer Onboarding & Adoption:\nOversee 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.\n\nGuide customers through key milestones, ensuring they are realizing the value of the product as quickly as possible.\n\nDrive adoption and ensure customers are maximizing product usage, helping them integrate the product into their day-to-day operations.\n\nCollaboration & Cross-Functional Leadership:\nCollaborate closely with Sales, Marketing, Product, and Support teams to ensure alignment and deliver a seamless customer experience across all touchpoints.\n\nProvide product feedback and customer insights to the Product and Engineering teams to influence product improvements or new feature development.\n\nMentor and support junior customer success team members, sharing knowledge and best practices, and helping them develop in their roles.\n\nCustomer Retention & Advocacy:\nDevelop a deep understanding of your customers' business objectives, identifying and mitigating any risks to customer retention.\n\nChampion customer needs within the company, advocating for the voice of the customer in strategic discussions.\n\nMeasure 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.\n\nActively manage customer renewals, ensuring they are completed successfully and timely, while expanding customer relationships.\n\nTraining & Development:\nLead training sessions, webinars, or workshops for customers, helping them maximize their understanding and use of the product.\n\nStay up to date with product changes, new features, and industry trends, and continuously adapt strategies to meet evolving customer needs.\n\nYou will love this job if:\nYou 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.\n\nYou 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.\n\nYou’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.\n\nYou 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.\n\nYou’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.\n\nYou 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.\n\nRequirements:\nMinimum 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.\n\nProven track record of managing large, high-value customer accounts and driving customer success, retention, and growth.\n\nExceptional relationship-building skills with the ability to work closely with C-level executives, business leaders, and cross-functional teams.\n\nStrong problem-solving abilities, with the ability to anticipate customer needs and challenges before they arise.\n\nExpertise 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.\n\nExperience 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.\n\nWhat success looks like:\nYou have established deep relationships with stakeholders in each relevant department in your hospitals as well as administration and C-Suite\n\nWith your leadership, your customers are achieving their Measures of Success and have seen return on their investment in Viz\n\nYou 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\n\nYou are driving new ARR with expansion and upsell/cross-sell and ensuring all renewals are completed on time\n\nWhy should you join us?\nIf you are looking to make an impact, we are mission-driven and are making a difference in peoples’ lives every day.\n\nIf you want to be a part of an amazing team , our people are the heart of everything we do.\n\nIf you are a self-starter and naturally motivated, our work is driven by curiosity, innovation and team collaboration which allows us to leverage our skills immeasurably.\n\nWe are a remote-first company across the U.S. and EU, with a team in Tel Aviv operating in a flexible hybrid model, conveniently located near a train line.\nViz.ai is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided.\nIn the U.S., Viz offers competitive benefits, including medical, dental, vision, 401(k), generous vacation, and additional benefits to full-time employees. Viz.ai is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis prohibited by federal, state, or local law.\nEmployees in Israel are offered a comprehensive benefits package, including, among others: dental insurance, performance-based bonuses, a Cibus meal allowance, meals at the office, and more.\nIf you’re applying for a position in San Francisco, please review the San Francisco Fair Chance Ordinance guidelines applicable in your area.\n#LI: GH1\n#LI: remote","description_format":"text","description_chars":9341,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Equity","Generous vacation"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical Imaging Systems","Medical AI","Clinical Decision Support"],"lifecycle":[{"event":"open","at":"2026-10-05T20:24:07Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":27,"expected_fill_days":90,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":{"stated_usd_annual":137600,"is_top_pay":true},"html_url":"https://alion.io/job/viz-ai-senior-customer-succes-manager","json_url":"https://alion.io/job/viz-ai-senior-customer-succes-manager.json","meta":{"generated_at":"2026-11-03T02:37:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3431,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8858},"rest":"https://alion.io/mcp/rest/get_company?id=8858"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fviz-ai-senior-customer-succes-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fviz-ai-senior-customer-succes-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fviz-ai-senior-customer-succes-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/viz-ai-senior-customer-succes-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fviz-ai-senior-customer-succes-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1927145}},{"tool":"search_jobs","arguments":{"company":"viz.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1927145},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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