Director of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the post-sales lifecycle for Sage, the conversational AI care manager developed by Ellipsis Health.

• Oversee comprehensive deployments across enterprise healthcare clients.

• Ensure that integrations, stakeholder alignment, and go-live readiness are reliable and successful.

• Enhance customer adoption, achieve measurable operational and clinical outcomes, and drive retention, renewals, and expansion.

• Create and implement a land-and-expand strategy across various customer use cases, business units, and stakeholders.

• Establish health scoring, lifecycle reporting, renewal forecasting, and account segmentation.

• Collaborate with the Commercial team to structure deals for successful implementation and ensure seamless transitions into delivery.

• Convert deployment insights into product feedback and contributions to the roadmap.

• Develop processes, documentation, playbooks, and team structures to scale Implementation and Customer Success efforts.

• Coordinate efforts across Commercial, Product, Engineering, and Operations teams.

• Provide leadership with insights into adoption, retention, and expansion metrics.

⛳️ Requirements

• Over 8 years of experience leading customer success, implementation, or delivery for complex enterprise SaaS or healthcare technology clients.

• Proven experience working with health plans, risk-bearing providers, MSOs, or regulated healthcare workflows that involve PHI/HIPAA considerations.

• Strong understanding of care management operations, workflows, and strategies.

• Demonstrated ability to manage multi-threaded relationships with executives, clinical leaders, operational teams, and technical stakeholders.

• A successful track record of transforming ambiguous deployment environments into standardized workflows, playbooks, and repeatable processes.

• Experience driving measurable adoption, renewal rates, and expansion within existing accounts.

• Proven success in coordinating efforts across Sales, Product, Engineering, and Operations teams.

• Comfortable using metrics and data to assess risk, prioritize tasks, and communicate performance effectively.

• Working knowledge of APIs, integrations, data flows, and technical implementation concepts without needing coding skills.

• Experienced in fast-paced environments where roles and processes are dynamic, requiring hands-on problem-solving skills.

🏝️ Benefits

• 401(k) matching up to 4% of your salary.

• Health insurance.

• Vision insurance.

• Dental insurance.

• Flexible paid time off.

• Remote work arrangement.

• Occasional travel for key customer engagements.