Job description

Who We Are

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

Required profile