Head of Success

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 Head of Customer Success to own Sully.ai’s retention, expansion, and post-sales execution. You will build the Success org from scratch, systematize onboarding and advocacy, and translate frontline clinician feedback into product priorities.

Key Responsibilities

• Stand up the Success org, metrics, and playbooks. Own NRR, GRR, churn, expansions.

• Design enterprise onboarding and health scoring for faster time to value.

• Run executive relationships and renewals across complex health systems.

• Close the loop from customer signal to roadmap. Drive product via structured feedback.

• Build dashboards in Salesforce or Gainsight. Forecast retention and expansion.

Hard Requirements

• 5+ years leading customer success or post-sales for API or technical SaaS.

• Owned $10–50M+ ARR with clear NRR, GRR, churn, and upsell metrics.

• Proven builder of playbooks, segmentation, and health scoring.

• Enterprise relationship management with C-suite and clinical stakeholders.

• Strong cross-functional operator with Product, Sales, and Engineering.

Nice-to-Have

• Ex-founder background or 0→1 org build.

• Healthcare or regulated industry experience. HIPAA familiarity.

• Gainsight administration and advanced Salesforce reporting.

First-Month Focus

• Audit accounts, renewals, risks, and expansion pipeline. Publish health scores.

• Ship v1 Success playbook: onboarding, QBRs, escalation, renewal steps.

• Align product feedback loop. Define decision rights and SLAs with Product and CS.

Success OKRs (90 Days)

• Company-level NRR ≥120% and GRR ≥95%.

• Median time to value cut by 30%. Health score coverage at 100%.

• ≥90% on-time renewals with executive sponsors named for top 50 accounts.

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.