Director 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.

The Role
As Sully.ai’s first Customer Success leader, you’ll be a hands-on player/coach managing post-sale execution across onboarding, adoption, and expansion. You will work directly with our founders and cross-functional partners to drive measurable value for customers, reduce churn risk, and expand existing relationships. You will lead, mentor, and scale a lean CS team while building the foundation for a customer-centric, outcomes-driven culture.

You bring entrepreneurial roots, possibly as a founder, inventor, or builder, and thrive in fast-paced environments where ownership is non-negotiable and over-performance is the norm.

What You’ll Do

Drive Outcomes and Expansion

• Own onboarding, adoption, retention, and growth across health system and payer accounts

• Lead QBRs, product reviews, and expansion conversations

• Build health scoring models and proactive engagement strategies

Build CS Systems and Processes

• Formalize onboarding, training, and renewal playbooks

• Implement and manage CS tools (CRM, analytics, documentation)

• Define KPIs and reporting to track NRR, adoption, and engagement

Be the Voice of the Customer

• Surface customer insights to influence product roadmap

• Collaborate with Product and Sales to remove adoption blockers

• Represent CS in strategic planning and investor updates

Lead and Scale the Team

• Manage and mentor our current CSM

• Own high-touch accounts directly as needed

• Hire and develop a team as we grow
  

Who You Are

You’re a builder with a customer-first mindset and a track record of scaling success in early-stage, fast-moving environments.

Must-have experience:

• Startup & SaaS Track Record: You’ve been a senior individual contributor at a sub‐20 person, VC‐backed startup (preferably in AI, healthcare or related B2B/enterprise SaaS).

• Entrepreneurial Mindset: Former founder or builder with patents, inventions, or 0→1 product experience

• Customer Success Expertise: Owned post-sale outcomes for complex B2B deals ($20K–$500K+ ACV)

• Systems Thinker: Built and scaled CS processes, tooling, and performance tracking

• AI & Workflow Familiarity: Comfortable with AI prompting, summarization tools, and understanding of compliance or data-related workflows.

Preferred Experience:

• Healthcare Savvy: You understand how hospitals, health systems, payers, or clinical software buying processes work (e.g., procurement cycles, compliance considerations).

• Technical Depth: Computer Science degree or equivalent. Hands-on experience with APIs, technical integrations, or scripting is a plus.

Tools & Technologies You’ll Work With

• CRM: HubSpot (initial), potential expansion to Salesforce

• CS & Support: Intercom, Notion, Slack

• Analytics: Mixpanel, ChartMogul

• Collaboration: Google Workspace, Zoom

• AI & Automation: Internal LLM tools for summarization, prompting, and workflow optimization

• Integration & Technical Tools: Basic APIs, GitHub (for internal product reference)

Why Join Sully.ai?

• Make High-Impact, Early-Stage Contributions: You’ll own the core sales motion from zero to revenue. Your work directly determines Sully’s short‐term success—and long‐term trajectory.

• Pathway to Leadership: We’re a team of ~15 today but plan to double by year-end. You’ll transition naturally from IC to Director of Sales, establishing best practices and leading a growing sales organization.

• Transform Healthcare Delivery: Sully.ai is on a mission to eliminate prior authorization bottlenecks and empower clinicians—your sales efforts help doctors focus on care, not paperwork.

• Remote-First + Flexible: Join a distributed, high‐performance team. (Hybrid out of mountain view, SF or remote with quarterly visits)

• Competitive Compensation & Equity: Receive a market‐competitive base salary, accelerators for over‐performance, and meaningful equity to share in Sully’s upside.

Ready to scale customer impact at Sully.ai?
If you’re excited to build and lead Customer Success from the ground up, let’s talk.

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.