Head of Customer Success

About Us

Sully.ai is transforming the healthcare industry with advanced artificial intelligence solutions. We’re on a mission to revolutionize healthcare by making “one human, one doctor” a reality. Facing a global shortage of physicians, we’re developing an AI doctors to provide high-quality healthcare to everyone, anywhere, anytime. By automating doctors’ administrative tasks and reducing misdiagnoses with AI, we’re building the future of healthcare.

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