Wisedocs’ Brain Power: Vivian Phu, Customer Success Manager

Welcome to another edition of Wisedocs Brain Power, where we celebrate the individuals who make our team stronger with talent and care. This time we’re highlighting Vivian Phu, one of our Customer Success Managers who combines curiosity, technical know-how, and a thoughtful approach to help organizations get the most out of Wisedocs.

Vivian’s journey began in healthcare and research, giving her firsthand insight into the complexity of claims document processing. She’s built on that knowledge and expertise to create smoother, smarter solutions for our clients while keeping a people-first mindset at the center of everything she does. Dedication, empathy, and teamwork come together in the way Vivian approaches her work at Wisedocs, helping shape the supportive, innovative culture our team is known for.

Tell us about your career so far. How did you get to where you are today?

“My introduction to healthcare began with a hospital internship in Human Resources, and later, medical administrator, ophthalmic technician, and clinical manager, where I became very familiar with the challenges of medical records processing,” Vivian shared. “Beyond healthcare, I built a strong technical foundation as a Customer Support Technician, bridging client-facing and technical work. While conducting neuroscience research, I sharpened my curiosity and project management skills, leading long-term projects and publishing ophthalmic research during the pandemic. That same sense of discovery drives me in the startup world, where I thrive on building, iterating, and solving new challenges every day.”

Vivian’s career blends compassion and logic, shaped by work across healthcare, science, and technology. After working in hospitals (where turnover reached roughly 18.3% overall and 16.4% for registered nurses in 2024), she learned how constant change affects staff. Now she brings that same understanding and desire for smoother transitions to Wisedocs, using her mix of skills to help complex tasks feel simpler for users.

How did you end up in the tech and startup world and end up at Wisedocs?

“I grew up in the Waterloo region, a prominent Canadian tech hub, and watched new Google buildings go up, what felt like, overnight. I always had an interest in tech but wasn’t quite sure where I would fit in. So, I pursued what I did know—science. I studied Pathology and Interdisciplinary Medical Sciences at Western University and worked in ophthalmology, learning the ins and outs as I grew from medical administrator to technician and clinical manager. In 2022, I saw more people moving from healthcare into tech, which made the jump feel possible for me too. When I came across an opening at Wisedocs for the Quality Assurance team, everything clicked.”

Vivian’s move toward tech was sparked by her passion for learning and a drive to try something new. Growing up in a community buzzing with innovation inspired her to connect her science background to technology, which eventually led her to Wisedocs. It’s a fitting period for this kind of leap too. In 2025, the U.S. tech unemployment rate declined to 2.8% in June, with nearly 90,000 new tech professionals joining the field, a sign of how much growth and opportunity there is in the industry right now.

What makes you excited about Wisedocs? What are the challenges?

“Every day is different. Wisedocs is an exciting company with endless opportunities to build impactful product features and solutions, each with its own value and purpose. The challenge and the excitement comes from prioritizing what will make the biggest impact. By collaborating closely with clients and internal teams, we ensure we’re developing solutions that truly make a difference, constantly innovating and driving the product forward in meaningful ways.”

Vivian does her best work in fast-moving environments, and collaboration keeps things engaging. With hospitals spending around 166 billion dollars on administrative costs (close to 17% of total expenses), she values how Wisedocs leverages AI-driven solutions to simplify the manual claims processing workload and help teams focus on the service and impact that drew them to healthcare to begin with.

Give us a day in the life of a Customer Success Manager. What’s your 9-5?

“My role revolves around three key areas,” Vivian explained. “Client Success, Internal Collaboration, and Client Strategy. Every client is unique, and so is the way I support them. Whether it’s through emails, calls, short videos, or onsite training, I adapt to whatever format helps them get the most from Wisedocs. Supporting my colleagues is also a big part of my day. After three years here, I use what I’ve learned to train new team members and help refine processes as we grow. I also focus on driving client success by identifying automation opportunities, advocating for their needs, and ensuring they’re set up for long-term growth.”

Vivian’s day balances structure with flexibility, centered on relationships and problem-solving. Since about 66% of CSMs spend much of their day on admin duties, she’s focused on creating smart processes to reduce manual tasks and give claims professionals the extra freedom for lasting impact and meaningful work.

What part of the Wisedocs product or initiatives are you most proud to have worked on?

“During my time working in product testing, I’ve had a taste of almost every product and tool Wisedocs has released since 2023. The top three products and interests of mine would have to be our Medical Record Summaries, Automated Workflows, and the #wisedogs Slack channel, where the team shares adorable photos of their pets—our unofficial office managers.”

Summaries convert complex case files to clear reports, and Automated Workflows streamline the handling of repetitive organization so teams can focus on higher-value priorities. Wisedocs automates up to 70% of the claims review process, freeing space for analysis, decisions, and client care. For Vivian, contributing to that progress combines her love of tech and her collaborative spirit, showing how much thoughtful resources and partnership can achieve.

You’ve worked on various teams at Wisedocs, how do you think that experience has helped shape your work and role?

“I’ve seen and participated in all facets of Wisedocs operations, from testing machine learning models behind the scenes to training clients and their teams to use features that set them up for success. This experience has given me a full end-to-end view, helping me bridge feedback between clients, product managers, and engineers to drive meaningful improvements.”

Do you have any advice for someone entering Customer Success?

“My biggest advice is that a dream job isn’t found, it’s created,” Vivian said. “Customer Success is a relatively new career, but it plays an important role in any business through client satisfaction and retention. With so many opportunities across industries, there’s always room to shape your role, seek out mentors, and find new ways to add value at every touchpoint.”

Why People Like Vivian Make Wisedocs a Great Place to Work

Vivian’s creativity and empathy inspire new ways to solve problems, and her mindset continues to shape how Wisedocs evolves. Her leadership helps us keep improving tools that feel smarter and intuitive for clients. People like Vivian are a big part of what makes Wisedocs a Great Place to Work®, with innovation and teamwork going hand in hand. If you’re looking to join a dynamic team with a purpose-driven culture, explore our open roles today!