Director of Customer Success

Ellipsis Health

2d•$150,000 - $190,000•Remote

About The Position

Ellipsis Health is redefining how care teams engage and support patients through voice-based artificial intelligence. Our Voice AI Care Manager, Sage, delivers empathetic, real-time conversations that help health plans and care management teams scale outreach, reduce operational bottlenecks, and improve member experience and outcomes. Built on a foundation of more than 3 million real clinical conversations, Ellipsis Health’s proprietary vocal biomarker technology enables Sage to understand not just what is said—but how it is said—bringing emotional intelligence into care at scale. Today, Ellipsis Health partners with leading health plans, PBMs, provider, pharma, care management organizations, and healthcare innovators to support engagement across a variety of care management and patient engagement use cases. Backed by top investors including CVS Health/Aetna, Salesforce Ventures, and Khosla Ventures, Ellipsis Health is entering its next phase of growth—expanding market presence, deepening enterprise partnerships, and defining the category for empathetic voice AI in healthcare. About the team 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.

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 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

Responsibilities

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