The Customer Success team is responsible for turning customer commitments into realized value. We sit at the center of the post-sales lifecycle - partnering with Commercial, Product, Engineering, and Operations to ensure every deployment is successful, measurable, and expandable.

Our work begins once a deal is signed but doesn't end at go-live. We lead customers through onboarding, integration, adoption, optimization, and expansion, translating customer goals into structured execution plans and ensuring Ellipsis' AI becomes embedded in real clinical and operational workflows. As the company scales, the team's role is evolving from delivering individual successful projects to building a repeatable operating model for enterprise healthcare deployments.

We operate as both operators and architects: directly supporting key customer engagements while also building the playbooks, success metrics, and operating rhythms that allow the organization to grow predictably. By creating clarity across teams and accountability across the lifecycle, the team ensures Ellipsis delivers durable outcomes - not just successful launches.

About the role

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.

In this role, you will lead customers through the transition from contract to operational reality. You will be responsible for ensuring that Sage, our autonomous voice AI assistant, becomes embedded in real clinical and operational workflows - not just launched, but adopted, measured, and expanded.

This is not a traditional Customer Success role focused solely on relationship management. You will partner closely with Product to oversee complex deployments of agentic AI into health plans and provider organizations, coordinating integrations, stakeholder alignment, regulatory considerations, and measurable outcomes. You will define what "great implementation" looks like in a category that is still being created.

You will operate at the intersection of Commercial, Product, Engineering, and Operations - ensuring that what is sold can be delivered predictably, that what is delivered drives measurable value, and that successful deployments translate into durable retention and expansion.

This is a rare opportunity to shape how AI is operationalized in one of the most complex industries in the world. Your work will directly influence how care teams function, how patients experience engagement, and how autonomous systems are responsibly integrated into healthcare environments.

This is a remote US-based role with occasional travel for key customer engagements.

Who we're looking for

We're looking for an operator who is equally comfortable running complex customer engagements and building the structure behind them. You know how to take a signed contract and turn it into a successful deployment, measurable outcomes, and a clear path to expansion. You bring strong judgment in ambiguous environments, communicate clearly with both customers and internal teams, and use data to guide decisions rather than react to noise.

You should enjoy working cross-functionally - aligning Sales, Product, Engineering, and Operations around what it actually takes to deliver value in the real world. You're willing to be hands-on where needed, but your goal is to make the next deployment easier than the last by creating repeatable processes and clear ownership.
What you'll own

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

What Success Looks Like (6-9 months)

• Deployments launch on predictable timelines with clear internal ownership and customer accountability
• Customer value is measurable and communicated through standardized reporting and QBRs
• Retention risk is identified early and managed proactively
• Expansion becomes a repeatable motion rather than an opportunistic one
• Sales-to-delivery handoffs are structured and aligned to implementation capacity
• Implementation and Customer Success playbooks exist and support onboarding new team members
• Leadership has clear visibility into adoption, retention, and expansion performance

Requirements

• Enterprise Customer Delivery Experience: 8+ years leading customer success, implementation, or delivery for complex enterprise SaaS or health technology customers
• Healthcare Environment Familiarity: 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.
• Stakeholder Management: Proven ability to manage multi-threaded relationships across executives, clinical leaders, operational teams, and technical stakeholders
• Operational Process Building: Track record of turning ambiguous deployment environments into standardized workflows, playbooks, and repeatable processes
• Adoption & Retention Ownership: Experience driving measurable adoption, renewal outcomes, and expansion within existing accounts
• Cross-Functional Leadership: Demonstrated success coordinating work across Sales, Product, Engineering, and Operations to deliver customer outcomes
• Analytical Decision-Making: Comfort using metrics and data to diagnose risk, prioritize work, and communicate performance to leadership and customers
• Technical Fluency: Working understanding of APIs, integrations, data flows, and technical implementation concepts without needing to code
• Builder Mindset: Experience operating in fast-growing environments where roles and processes evolve and require hands-on problem solving

Salary and BenefitsWe offer competitive salary ($150k-$190k) and benefits, including 401(k) matching up to 4% percentage of your salary, health, vision, and dental insurance, and flexible paid time off. The amount offered will be determined by a variety of factors, including, but not limited to, your individual skills, qualifications, and past experience relative to the requirements of the role.