Head of Success

About Sully.ai

Our mission is "One Human, One Doctor". We are creating superhuman doctors, because access to doctors is a basic human right.

Start with making doctors superhuman. Our vision is to eliminate doctor distractions and help them navigate the best treatments for their patients.

About the role

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.

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.

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.