[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Ellipsis Health develops voice-based AI for healthcare, including its conversational AI care manager, Sage. The Director of Customer Success owns the post-sales lifecycle, leading enterprise deployments and driving adoption, measurable value, retention, and expansion while building repeatable customer success operations.

Responsibilities

• 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

Skills

• 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
• 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

Benefits

• 401(k) matching up to 4% of your salary
• Health, vision, and dental insurance
• Flexible paid time off
• Remote US-based role

Company Overview

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