# Customer Success Leader, West Region
**Company:** [Viz.ai](https://hotfix.jobs/companies/vizai)
**Location:** Remote
**Salary:** $152K-$217K
**Experience:** 8+ years
**Skills:** SaaS, Customer Success, Nrr, Account Expansion, Upsell, Cross-Sell, Executive Engagement, Healthtech, Salesforce, Customer Relationship Management, Account Strategy, Pipeline Management, Remote Team Management, Healthcare Saas
**Posted:** 2026-05-05
> Leads West region Customer Success for healthcare AI SaaS platform, owning NRR, expansion, and retention for enterprise health systems. Builds commercial CS motions, partners with Sales on growth strategies, engages C-suite executives, and develops regional CSM team. Requires 8+ years CS experience, 3+ in leadership.
## Job Description
## 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.
**Apply:** https://hotfix.jobs/jobs/customer-success-leader-west-region-at-vizai-8bee8241-4981-4bef-bbfd-c4607f4ff4c4
**Canonical:** https://hotfix.jobs/jobs/customer-success-leader-west-region-at-vizai-8bee8241-4981-4bef-bbfd-c4607f4ff4c4