Director of Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $150k - $190k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 3%

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Ellipsis Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

Healthcare • Artificial Intelligence • SaaS

Ellipsis Health is an AI-driven healthcare software company that provides Sage, an emotionally intelligent, agentic AI Care Manager for Health Plans, Health Systems, Specialty Care, and Pharma. Sage performs fully autonomous, multi-lingual voice calls for patient engagement, program enrollment, eligibility and copay checks, assessments and surveys (HRA, HCAHPS, outcomes), and clinical support tasks like care coordination, discharge check-ins, and quality measure support. The company emphasizes healthcare-specific security and compliance (HIPAA, SOC2 Type II), clinical oversight, secure data handling, and partnerships with enterprise platforms (e. g. , Salesforce) and technology providers (e. g. , NVIDIA).

📋 Description

• Own the post-sales lifecycle for Sage, Ellipsis Health’s conversational AI care manager • Support end-to-end deployments across enterprise healthcare customers • Ensure integrations, stakeholder alignment, and go-live readiness are predictable and successful • Drive customer adoption, measurable operational and clinical outcomes, retention, renewals, and expansion • Develop and operationalize the land-and-expand motion across customer use cases, business units, and stakeholders • Establish health scoring, lifecycle reporting, renewal forecasting, and account segmentation • Partner with Commercial to structure deals for successful implementation and smooth handoffs into delivery • Translate deployment learnings into product feedback and roadmap input • Build processes, documentation, playbooks, and team structure to scale Implementation and Customer Success • Coordinate across Commercial, Product, Engineering, and Operations • Provide leadership visibility into adoption, retention, and expansion performance

🎯 Requirements

• 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 • 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 • Comfort using metrics and data to diagnose risk, prioritize work, and communicate performance • 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 insurance • Vision insurance • Dental insurance • Flexible paid time off • Remote work arrangement • Occasional travel for key customer engagements