Head of Customer Solutions

Sully.ai Inc.; United States; Remote; USD 100,000 - 160,000; Full time

Job summary

Sully.ai Inc. is seeking a visionary Customer Solutions Leader to establish and oversee their customer support function from the ground up. This role involves leading a technical team, enhancing customer experience through robust support processes, and collaborating with engineering and sales teams to advocate for product improvements. Join a remote-first company making waves in healthcare with competitive compensation and significant growth opportunities.

Benefits

Competitive salary and equity

Remote-first culture

Impactful role in healthcare

Qualifications

• 5 years creating customer support processes from scratch in a SaaS/AI environment.
• Prior experience in a high growth early stage start-up required.
• Deep proficiency with engineering solutions post sales.

Responsibilities

• Build customer solutions systems and playbooks from the ground up.
• Manage a technical customer solutions team and improve customer workflows.
• Ensure effective prioritization of feature and customization requests.

Skills

Customer support processes

Technical solutions

Leadership

Project management

Education

Engineering/Technical/Product background

Job description

About Us

At Sully.ai, we're not just building AI – we're redefining the future of how healthcare is delivered. Our end to end solutions empower healthcare providers by automating doctors’ administrative tasks, reducing misdiagnosis, and enhancing efficiency.

What You'll Do

We're seeking a dynamic and innovative leader to build our Customer Solutions function. As our customer support leader you'll have the opportunity to build our solutions system and playbook from the ground up, focused on customer implementations, customer health scoring, feature requests, scaling multiple AI Agent products and more. We're seeking a visionary who can create robust support processes for our AI healthcare product and drive customer support operations globally as we scale.

• Integrate into our leadership team and play a pivotal role in our company’s future.

• Hire and manage a technical customer solutions team, fostering a culture of excellence and continuous improvement.

• Develop a deep understanding of our customer’s best practices and workflows; build out and own customer solutions and success workflows from the ground up.

• Handle complex feature requests, customization requests, multiple-agent requests. Ensuring prompt and effective prioritization while delivering a best-in-class experience through clear communication.

• Design, implement, and refine comprehensive success workflows, processes, and playbooks.

• Work closely with Engineering, Product and Sales teams to relay customer insights and advocate for product enhancements based on user feedback.

• Develop key OKRs to improve customer experience metrics and oversee the incident management process, ensuring quick resolution of critical issues.

What You'll Bring

• Prior experience in a high growth early stage start-up, or founder/co-founder experience required

• 5 years of experience creating customer support processes from scratch in a SaaS/AI environment

• Deep proficiency with engineering solutions post sales for customers

• Work availability within 6am to 6pm PT

• Engineering/Technical/Product background

Why JoinSully.ai?
Shape the Future of Healthcare:Build category-defining partnerships that enable doctors to focus on saving lives.
Early-Stage Impact:Join early and play a critical role in shaping our partnership roadmap and overall company growth.
Remote-First Culture:Work with a talented, mission-driven team in a flexible, remote environment.
Competitive Compensation:Enjoy a competitive salary, equity, and the opportunity to make a real difference.
Solve Scalability Challenges:Tackle complex challenges in a rapidly growing company, driving impactful change in healthcare.

Sully.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Sully.ai prohibits any form of workplace harassment.