Director of Customer Success
RemoteUnited States
Job Summary
Lead customers through the transition from contract to operational reality, ensuring Sage, our autonomous voice AI assistant, becomes embedded in real clinical and operational workflows. Drive adoption, measurable outcomes, and expansion across enterprise healthcare accounts while managing multi-threaded relationships with executives and clinical leaders. Partner with Product, Engineering, and Operations to oversee complex agentic AI deployments, coordinate integrations, and translate deployment learnings into structured product feedback. Establish health scoring, lifecycle reporting, and renewal forecasting to create proactive visibility into risk and opportunity. Build repeatable processes, playbooks, and team structures to scale implementation and customer success as the organization grows. This remote US-based role supports Ellipsis Health's mission to redefine patient engagement through empathetic voice AI.
Required Qualifications
- 8+ years leading customer success, implementation, or delivery for complex enterprise SaaS or health technology customers
- Experience working with health plans, risk-bearing providers, MSOs, or regulated healthcare workflows involving PHI/HIPAA considerations and keen understanding of care management operations, workflows, and strategies
- Proven ability to manage multi-threaded relationships across executives, clinical leaders, operational teams, and technical stakeholders
- Track record of turning ambiguous deployment environments into standardized workflows, playbooks, and repeatable processes
- Experience driving measurable adoption, renewal outcomes, and expansion within existing accounts
- Demonstrated success coordinating work across Sales, Product, Engineering, and Operations to deliver customer outcomes
- Comfort using metrics and data to diagnose risk, prioritize work, and communicate performance to leadership and customers
- Working understanding of APIs, integrations, data flows, and technical implementation concepts without needing to code
- Experience operating in fast-growing environments where roles and processes evolve and require hands-on problem solving
- Remote US-based role
- Occasional travel for key customer engagements
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