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Head of Customer Solutions

US - Remote

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

We're seeking a dynamic and innovative leader to build our Customer Success function. As our customer success leader you'll have the opportunity to build our support system from the ground up, encompassing the implementation of ticketing system and processes, SLAs, escalation pathways, playbooks, and team management. We're seeking a visionary who can create robust support processes for our AI healthcare product and drive customer support operations globally as we scale.

*this role can be based anywhere in the US with quarterly travel to our Mountain View office.

What You'll Do
As the Head of Customer Solutions (Success), you will be the linchpin between our technical product and our valued customers. Your mission is to architect and scale a customer success engine that not only drives product adoption but also ensures our customers achieve measurable value from our AI healthcare solutions. You'll blend strategic relationship management with technical acumen to create an outstanding customer journey. This role is remote (with quarterly travel to our Mountain View office).

  • Customer Onboarding & Engagement: Develop and execute an onboarding framework that accelerates time-to-value and drives long-term customer success.
  • Technical Partnership: Collaborate closely with Engineering, Growth, and Product teams to incorporate customer feedback into product enhancements and resolve technical challenges swiftly.
  • Process & Metrics Development: Design and implement best-in-class customer success processes—establishing KPIs such as customer health scores, renewal rates, and expansion metrics.
  • Team Leadership: Build, mentor, and lead a high-performing customer success team, fostering a culture of continuous improvement and technical excellence.
  • Strategic Account Management: Establish strong relationships with key customers, understand their workflows and best practices, and act as a trusted advisor to ensure their ongoing success.
  • Incident & Escalation Management: Develop robust escalation pathways and incident management protocols that balance technical troubleshooting with proactive customer communication.

What You'll Bring

  • Proven Startup & Technical Experience: 5+ years building customer success functions in SaaS/AI environments, with hands-on experience in technical post-sales support.
  • Entrepreneurial Mindset: Experience as a founder/co-founder or in a high-growth startup environment, with a passion for solving complex scalability challenges.
  • Engineering Acumen: Deep proficiency in engineering solutions for customer problems, with a track record of collaborating with technical teams to drive product improvements.
  • Customer-Centric Approach: A data-driven mindset with a focus on customer engagement, measurable success metrics, and continuous process optimization.
  • Flexibility: Availability within 6am to 6pm PT to ensure seamless communication with our global team and customer base.

Why Join Sully.ai?
🔥 Shape the Future of Healthcare: Build category-defining partnerships that enable doctors to focus on saving lives.
📈 Early-Stage Impact: Join early and play a critical role in shaping our partnership roadmap and overall company growth.
🌎 Remote-First Culture: Work with a talented, mission-driven team in a flexible, remote environment.
💰 Competitive Compensation: Enjoy a competitive salary, equity, and the opportunity to make a real difference.
🏆 Solve Scalability Challenges: Tackle complex challenges in a rapidly growing company, driving impactful change in healthcare.

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. 

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