[Hiring] Director of Customer Success @Ellipsis Health

Role Description

We’re hiring a Director, Customer Success to own the post-sales lifecycle and define how Sage — our conversational AI care manager — is successfully deployed and scaled across enterprise healthcare organizations.

• Lead customers through the transition from contract to operational reality.
• Ensure that Sage becomes embedded in real clinical and operational workflows — not just launched, but adopted, measured, and expanded.
• Partner closely with Product to oversee complex deployments of agentic AI into health plans and provider organizations.
• Coordinate integrations, stakeholder alignment, regulatory considerations, and measurable outcomes.
• Define what “great implementation” looks like in a category that is still being created.
• Operate at the intersection of Commercial, Product, Engineering, and Operations.
• Ensure that what is sold can be delivered predictably and that successful deployments translate into durable retention and expansion.
• This is a remote US-based role with occasional travel for key customer engagements.

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.
• 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.

Requirements

• Support end-to-end deployments across enterprise healthcare customers, ensuring integrations, stakeholder alignment, and go-live readiness are predictable and successful.
• Drive adoption and outcomes across accounts, ensuring customers achieve measurable operational and clinical value and renew successfully.
• Develop and operationalize the land-and-expand motion across use cases, business units, and stakeholders within customer organizations.
• Establish health scoring, lifecycle reporting, renewal forecasting, and account segmentation to create proactive visibility into risk and opportunity.
• Partner with Commercial to ensure deals are structured for successful implementation and smooth handoffs into delivery.
• Translate real-world deployment learnings into structured feedback that informs product roadmap and implementation feasibility.
• Build the processes, documentation, and team structure required to scale Implementation and Customer Success as the company grows.

Benefits

• Competitive salary ($150k-$190k).
• 401(k) matching up to 4% of your salary.
• Health, vision, and dental insurance.
• Flexible paid time off.