Head of Customer Success

About Us

At Sully.ai, we're not just building AI – we're redefining the future of how healthcare is delivered. Our end to end solutions empower healthcare providers by automating doctors' administrative tasks, reducing misdiagnosis, and enhancing efficiency.

What You'll Do

• Build and grow our Customer Success function and team, providing strategic and operational leadership.
• Build strong relationships and be a trusted advisor to customers, offering guidance and best practices to growth utilization and adoption of Sully.ai across the organization to ensure retention and support continued growth.
• Build user workflows, provide product training and onboarding support to ensure a smooth transition and optimal utilization of our solutions.
• Collaborate with the sales team to identify expansion opportunities with existing customers, outlining goals, milestones, and action plans.
• Educate customers on upcoming product releases, new features, new products, and related best practices highlighting their potential benefits and ROI.
• Serve as the voice of the customer internally, sharing insights, feedback, and success stories to drive product and service improvements.
• Collaborate with cross-functional teams, including with sales and engineering to deliver a seamless customer experience.
• Develop customer success resources, such as knowledge bases, training materials, and success stories.
• Track customer expansion metrics and contribute to revenue growth targets.
• Proactively identify and address issues or concerns and collaborate with internal teams to provide timely resolutions.
• Monitor and proactively communicate value, ROI and results including satisfaction and adoption rates.
  
  

What You'll Bring

• 5 years of experience working in or with SMB and/or enterprise businesses, preferably healthcare technology
• 3 years delivering outcomes in a customer success leadership role or similar customer-facing role
• Track record building, managing, and developing a high-performing team during high growth
• Experience working with engineering and sales teams with a technical aptitude and ability to quickly understand and effectively communicate complex software solutions to non-technical stakeholders
• Exceptional communication and interpersonal skills and experience building trust and establish rapport with stakeholders at all levels
• Strong problem-solving skills, with a proactive and results-oriented mindset
• Strong organizational and project management capabilities.
• Basic understanding of the healthcare ecosystem a plus
  
  

Sully.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Sully.ai prohibits any form of workplace harassment.