Customer Success Manager

About Us
👏 Team from OpenAI, DeepMind, NASA, GoogleX, Tesla, and 2 physicians: 6 exits, 2 IPOs.
🔥 Our model outperforms Claude, Gemini, and GPT-4.5 on clinical benchmarks.
📈 400+ healthcare orgs signed in 16 months.
⚡️ $25M raised from YC, Amity Ventures, Sequoia scouts, and more.
🌎 $1T+ market opportunity. We’re going after all of it.

About the Role
We are seeking a Customer Success Manager to own customer relationships and ensure Sully.ai delivers a transformative impact to our healthcare partners. This role will guide customers through onboarding, drive product adoption, and proactively identify opportunities for growth. You will be a trusted advisor to clients, ensuring they achieve measurable outcomes with Sully.ai.

Key Responsibilities

• Own a portfolio of healthcare customers and ensure their long-term success with Sully.ai
• Lead customer onboarding and training, driving rapid adoption and measurable ROI
• Serve as the voice of the customer, surfacing insights to Product and Engineering
• Proactively identify expansion opportunities and partner with Sales to close renewals and upsells
• Track and report customer health metrics, ensuring high retention and advocacy

Hard Requirements

• 3–5 years in Customer Success, Account Management, or related client-facing role in SaaS
• Proven track record of driving product adoption and renewals
• Strong communication and relationship management skills across technical and non-technical stakeholders
• Ability to operate independently in fast-paced, high-growth environments
• Exceptional organizational and problem-solving skills
• Experience in healthcare or healthtech SaaS
• Familiarity with EHR systems and workflows
• Background in consulting or customer-facing technical roles
• Build strong relationships with key customer accounts
• Learn Sully.ai’s product suite and customer workflows in depth
• Establish a customer health dashboard to track engagement and adoption
• Success OKRs (90 Days)

Nice-To-Have

First-Month Focus

• Achieve >90% customer onboarding completion rate within portfolio
• Deliver at least 2 measurable customer case studies demonstrating ROI
• Maintain customer retention rate above >50%

Culture Fit

• Persistent, driven problem solver
• Willing to push back on leadership to defend quality/timelines
• Thrives in high-ambiguity, fast-paced startup environments
• 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.