Customer Success Leader, West Region

Responsibilities

• Own West region customer outcomes, accountable for NRR, expansion, and retention across regional portfolio of health system accounts.
• Build structure, playbooks, and operating cadence to deliver consistent customer value at scale.
• Establish best practices for adoption, lifecycle management, and outcomes measurement across Viz platform.
• Drive Suite selling motion: build CS-side commercial motion for transition to Suite and Platform-based selling, co-own multi-product account strategy with AEs, identify expansion opportunities, develop expansion playbooks (upsell, cross-sell, EBRs).
• Operate as commercial peer to Sales: partner on pipeline, handoffs, account strategy, contribute to forecasting and NRR planning, feed customer insights to Sales, Product, and Clinical teams.
• Engage at executive level: build C-suite relationships (CMOs, CMIOs, VP-level leaders), serve as senior escalation point and executive sponsor for strategic accounts, represent voice of customer internally.
• Build and develop team: lead, coach, grow team of CSMs, establish performance standards, recruit talent.
• Shape CS function: contribute to metrics, tooling, segmentation, operating model, cross-functional alignment, headcount planning, annual strategy and budget.

Requirements

• 8+ years in Customer Success or related customer-facing roles in enterprise SaaS.
• 3+ years in CS leadership role with direct team ownership and regional/segment NRR accountability.
• Experience building/executing commercial CS motions (expansion, upsell/cross-sell, executive engagement).
• Track record partnering with enterprise Sales on pipeline/account strategy.
• Healthcare/healthtech experience strongly preferred.
• Experience managing/developing remote teams.
• Willingness to travel 20–30%.

Nice-to-Haves

• Success in leadership at high-growth healthcare SaaS company.