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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 http://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 REQUIREMENTS - 8+ years of experience in Customer Success or related customer-facing roles in enterprise SaaS - 3+ years in a CS leadership role with direct ownership of a team and a regional or segment NRR number - Demonstrated experience building and executing commercial CS motions — expansion, upsell/cross-sell, executive engagement - Track record of partnering with enterprise Sales teams on pipeline and account strategy, not just post-close execution - Healthcare or healthtech experience strongly preferred — familiarity with how health systems buy, operate, and adopt technology - Experience managing and developing remote teams - Willingness to travel (20–30%) for customer visits and team engagements WHY SHOULD YOU JOIN US? - If you are looking to make an impact, we are mission-driven and are making a difference in peoples’ lives every day. - If you want to be a part of an amazing team , our people are the heart of everything we do. - If 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. We 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. Viz.ai http://Viz.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. In the U.S., Viz offers competitive benefits, including medical, dental, vision, 401(k), generous vacation, and additional benefits to full-time employees. Viz.ai http://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. Employees 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. If you’re applying for a position in San Francisco, please review the San Francisco Fair Chance Ordinance guidelines https://www.sf.gov/information--fair-chance-ordinance applicable in your area. #LI: GH1 #LI: remote

Listed by Viz.ai for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

132 days ago

Senior Customer Success Manager

Postscript · Remote

Pay

Not listed

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Remote

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Senior Customer Success Manager Remote Apply Postscript is the AI messaging platform trusted by 20,000+ Shopify brands — including Brooklinen, Ruggable, True Classic, and Dr. Squatch. With a mission to make SMS your number one revenue driving channel, we built the best-in-class SMS marketing platform and launched revenue-driving AI features not available on any other platform. And we're just getting started. Backed by Greylock and Y Combinator, fully remote since 2018. Job Description As a Senior Enterprise Customer Success Manager at Postscript, you will drive success for our largest, high-growth customers by ensuring they achieve maximum value from our platform. Acting as a trusted advisor, you’ll immerse yourself in their businesses, deeply understand their goals, and provide strategic guidance to fuel their growth. This role is ideal for someone passionate about building relationships, shaping creative marketing strategies, and delivering exceptional customer experiences. You’ll collaborate cross-functionally with internal teams, including Sales, Product, and Support, to share customer insights and help improve Postscript’s offerings. By enabling our customers to succeed, you’ll play a direct role in driving company growth and innovation. This is a fully remote position and can be based in the US or Canada. Key Responsibilities Customer Success & Relationship Management Cultivate strong, trusted relationships with your assigned portfolio of enterprise customers. Drive adoption of new and existing Postscript product features, ensuring customers realize value from ongoing product innovation. Act as a strategic advisor, ensuring customers achieve their goals and realize measurable ROI. Develop tailored strategies to ensure customer growth and retention, meeting performance targets. Marketing Strategy & Consultation Lead impactful strategy sessions to share best practices, identify opportunities, and implement innovative SMS marketing strategies. Provide creative and data-driven recommendations to maximize customer engagement and growth. Cross-Functional Collaboration Partner with the broader account team to identify and execute upsell and renewal opportunities. Collaborate with Product and Support teams to address technical issues and deliver seamless solutions. Operational & Industry Expertise Leverage AI tools and internal systems to streamline workflows, increase efficiency, and enhance the quality and consistency of customer interactions. Stay ahead of emerging e-commerce and marketing trends, and proactively share insights with customers and the Postscript team. Maintain expert-level knowledge of Postscript’s product and the broader e-commerce landscape. What We’ll Love About You 4+ years of customer success or account management experience in SaaS, marketing, or e-commerce technology. 1+ years of sales experience (e.g., Account Management) preferred. Strong technical aptitude and ability to navigate complex tools or workflows, including working with or quickly adopting AI-powered tools to drive productivity and customer outcomes. Proven understanding of e-commerce businesses, marketing strategies, and industry trends (e-commerce experience strongly preferred). Driven by curiosity and passion for empowering customers to succeed, with a knack for tackling challenges and simplifying complex problems. Excellent problem-solving skills, with high reliability and outstanding follow-through. Proactive, autonomous, and adaptable. Comfortable working in a fast-paced, early-stage environment with a growth mindset towards emerging technologies. Outstanding written and verbal communication skills, with a talent for building strong rapport and uncovering insights through thoughtful discovery questions. Open to feedback and eager to continuously learn and improve. What You’ll Love About Us Salary range of USD $100,000 to $117,000 base plus variable compensation (20%) and equity regardless of location. High-growth startup environment with opportunities to make a meaningful impact and grow your career. Fully remote work culture – work from anywhere. Fun, collaborative team passionate about e-commerce and innovation Flexible paid time off to recharge and prioritize your well-being. Comprehensive health, dental, vision insurance. For information about how we use your personal data, please see our U.S. Job Applicant Privacy Notice You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals. Create a Job Alert Interested in building your career at Postscript? Get future opportunities sent straight to your email. 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Our purpose in collecting this information is to help us assess our outreach efforts and diversity representation goals. Your responses will not be linked to your identity or your application, and neither recruiters nor hiring managers can see this information at an individual level. Your responses are stored in the aggregate and will not play any role in our hiring decision. Your decision to participate or not participate in this survey will have no impact on your candidacy at Postscript. What Race/Ethnicity do you identify as? (select all that apply) * Select... What gender do you identify as?* Select... Do you consider yourself a part of the LGBTQ+ community?* Select... Which age group are you in?* Select... Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Postscript’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Select... Are you Hispanic/Latino? Select... Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. 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