Sully.ai

Build and scale a global customer support team, develop workflows, handle escalations, and improve customer experience for AI healthcare products. | 5+ years in startup SaaS/AI support, experience building support functions from scratch, rapid scale experience, technical proficiency with APIs and integrations, and self-management skills. | About Us At Sully.ai, We’re Building the Most Impactful Healthcare Company on Earth We believe that access to a great doctor is a basic human right. Today, that’s not a reality. Our mission, One Human, One Doctor, drives us to build AI teammates that augment clinicians, solving the healthcare problems of delays, misdiagnoses, and burnout. About the Role We’re hiring a Head of Customer Support to build our Customer Support function from the ground up, implementing ticketing systems, SLAs, escalation pathways, playbooks, and a global support team to deliver best-in-class support for Sully’s AI healthcare products. Key Responsibilities Build and scale a 24/7 offshore support team with global technical customer support capabilities, including hiring, training, and performance management Build the customer support function from 0 to 1 (and then to 100) by designing, implementing, and refining comprehensive support workflows, processes, and playbooks Develop a deep understanding of customers’ best practices and workflows across 400+ healthcare organizations using Sully’s AI agents Handle complex technical customer inquiries and escalations, ensuring prompt, effective resolution and clear communication • Design and own escalation pathways for critical incidents affecting AI Receptionist, AI Scribe, AI Interpreter, and other agents Oversee incident management to ensure quick resolution of issues affecting EHR integrations (Epic, Athena, Oracle Cerner, Tebra) Work closely with Engineering, Growth, Product, and Customer Success to relay customer insights, advocate for product enhancements, and maintain/expand support documentation Identify opportunities to improve customer experience across all touchpoints and drive a data-driven, customer-centric support culture aligned with Sully.ai’s mission Hard Requirements 5+ years of startup/founder experience in a high-growth early stage start-up, or founder/co-founder experience building support functions from scratch required 5+ years creating customer support processes from scratch in a SaaS/AI environment with proven 0→1 ownership and evidence of building support infrastructure without a playbook Rapid scale experience: must have gone $0-$10M+ ARR in 12 months or less Deep technical proficiency: engineering solutions post-sales for customers; comfortable with complex technical customer problems and API-first integrations Work availability within 6am to 6pm PT Self-managed and driven with a do-whatever-it-takes mentality; able to work in chaos and move fast Hands-on operator who does IC work before systemizing; comfortable building then hiring and not reliant on agencies or layers of staff Key Results (First 90 Days) Implement support infrastructure from scratch including ticketing system, SLAs, escalation pathways, and comprehensive playbooks for AI healthcare product support Reduce average response time to 60 seconds for 90% of tickets by establishing rapid response protocols and triage systems Build a centralized knowledge base documenting support workflows, common issues, and resolution processes for AI Receptionist, AI Scribe, AI Interpreter, and other agents Establish key support OKRs and metrics including customer experience metrics, health scores, ticket resolution times, and incident management KPIs Aggregate systems and tools into one streamlined workflow consolidating support operations across multiple channels Why Join Sully.ai? 🔥 Revolutionizing the antiquated $800B+ Healthcare market 🧠 50%+ of us are ex-founders. We hire A-players, not passengers ⚡ Speed matters - we operate with urgency, autonomy, and ownership 🧪 You’ll work on real, first-of-their-kind problems at the edge of AI and medicine ❤️ Your work helps doctors reclaim their time - and patients get better, faster care

Own end-to-end customer implementation lifecycle, coordinate cross-functionally, and ensure on-time, in-full delivery. | At least 5 years of experience in SaaS implementations, strong technical and project management skills, and ability to operate in ambiguity. | About Us At Sully.ai, We’re Building the Most Impactful Healthcare Company on Earth We believe that access to a great doctor is a basic human right. Today, that’s not a reality. Delays, misdiagnoses, administrative chaos, and burnout plague the system. Our Mission: One Human, One Doctor. We build AI teammates that augment clinicians — scribes, nurses, receptionists, translators — all powered by our own world-class models and deployed in real-world care. Our Traction 450+ organizations signed 16 months AI agents cut admin by ~2.8 hours daily and reduce onboarding 85%. 5M+ Clinical Tasks completed to date, serving 36+ specialties. Raised $25M from YC, Eric Yuan, Amity, Semper Virens Patented AI architecture (MedCon-1) outperforms GPT-4.5, Gemini, Claude on clinical reasoning tasks Sully requires A-players capable of 4 months = 1 year output. This is not a 9–5. We move with urgency, and the bar for output is high. The Role As a Technical Implementation Manager, you own customer delivery end to end. From pre sales scope validation through go live and transition to BAU, you are the single accountable owner. Your #1 job is simple: deliver implementations on time and in full. No hand waving. No diffusion of ownership. You run complex, cross functional implementations with healthcare organizations and make sure Sully actually works in the real world on day one. What You’ll Do Own delivery: accountable for the full implementation lifecycle from signed contract to stable BAU handoff. Run implementation cycles: define scope, validate assumptions, build delivery plans, manage timelines, and drive go live readiness. Coordinate cross functionally: lead Sales, CS, Support, Integrations, Engineering, and Product toward a single delivery plan with clear owners and deadlines. De risk delivery: identify operational, technical, clinical, and change management risks early and close them before they become escalations. Drive OTIF: deliver 95% plus of implementations on time and in full against committed scope and timelines. Set the bar on rigor: own testing, QA, go live criteria, and sign off. No production surprises. Be the escalation point: surface issues early, propose solutions, and force decisions when teams stall. Operate like an owner: nothing falls through the cracks because it is “someone else’s problem.” What You Must Bring 5+ years owning complex B2B SaaS implementations, integrations, or technical delivery programs. Experience coordinating multiple internal teams with competing priorities and shipping anyway. Strong technical judgment. You can partner deeply with engineers while keeping non technical stakeholders aligned. High bar for execution and accountability. You take ownership when things break. Comfort operating in ambiguity at an early stage company. Bias toward action and follow through. Key Results (First 90 days): Own and deliver implementations under a single delivery owner model. Achieve on time, in full delivery across assigned customers. Stand up a repeatable implementation process including scope validation, risk tracking, and go live readiness. Reduce cross team escalations through clearer ownership and tighter delivery discipline. Who Thrives Here Entrepreneurial to your core: You think in outcomes, thrive in chaos, and take ownership without limits Mission-obsessed: You’re here to save lives, not just ship features — patients and doctors are your why. Impact-driven & fast-moving: You sprint toward hard problems and ship with sharp judgment. Elite teammate: You raise the bar through high standards, direct feedback, and craft excellence. Why Join Sully.ai? 🔥 Revolutionizing the antiquated $800B+ Healthcare market 🧠 50%+ of us are ex-founders. We hire A-players, not passengers ⚡️ Speed matters - we operate with urgency, autonomy, and ownership 🧪 You’ll work on real, first-of-their-kind problems at the edge of AI and medicine ❤️ Your work helps doctors reclaim their time - and patients get better, faster care

Own and manage strategic client relationships, drive outcomes and expansion, and serve as the voice of the client internally. | 6+ years in client-facing roles with C-suite or senior stakeholder engagement, proven ability to build trust, influence outcomes, and deliver results. | About Us At Sully.ai, We’re Building the Most Impactful Healthcare Company on Earth We believe that access to a great doctor is a basic human right. Today, that’s not a reality. Delays, misdiagnoses, administrative chaos, and burnout plague the system. Our Mission: One Human, One Doctor. We build AI teammates that augment clinicians — scribes, nurses, receptionists, translators — all powered by our own world-class models and deployed in real-world care. Our Traction 450+ organizations signed 16 months AI agents cut admin by ~2.8 hours daily and reduce onboarding 85%. 5M+ Clinical Tasks completed to date, serving 36+ specialties. Raised $25M from YC, Eric Yuan, Amity, Semper Virens Patented AI architecture (MedCon-1) outperforms GPT-4.5, Gemini, Claude on clinical reasoning tasks Sully requires A-players capable of 4 months = 1 year output. This is not a 9–5. We move with urgency, and the bar for output is high. The Role You will own Sully’s most strategic clients and be responsible for: Building executive trust and strong client relationships Ensuring clients realize value with demonstrable ROI Owning expansion opportunities You’ll operate like a GM for your book of business: high judgment, high autonomy, high expectations. What You’ll Do Own the client relationship: build deep partnerships with C-suite, VPs, directors, and clinical leaders; run all client meetings, check-ins and QBRs. Lead outcomes: define success metrics, build adoption plans, and ensure our clients win Drive expansion: identify opportunities, ensure pilots are successful, demonstrate measurable ROI on the metrics our clients care about (e.g. hours saved, increased revenue, staff satisfaction). Playbook building: Build the playbook for how we consult and support our highest value accounts Be the voice of the client internally: translate real-world pain into roadmap priorities and ensure Sully ships what moves the needle for our clients What You Must Bring 6+ years in client-facing roles serving C-suite / VPs / Directors, running high-stakes meetings and influencing outcomes. Evidence you can create trust fast, deliver results, and keep executive stakeholders aligned. Preferred backgrounds: high-growth B2B startup experience, ex-founders, management consultants, and client-facing finance roles You operate like an owner and take extreme accountability. You’re metrics-driven, prioritize relentlessly, and own results end-to-end. Willingness to travel up to 20% for in-person client meetings and industry conferences First-Month Focus Master Sully’s product, understand our client’s clinical workflows, and build a point of view on “what winning looks like” for each strategic account. Establish executive cadence: stakeholder map, success metrics, meeting rhythm, and a success plan for each of your accounts Deliver at least one visible client win (adoption lift, workflow unlock, expansion path) Who Thrives Here Entrepreneurial to your core: You think in outcomes, thrive in chaos, and take ownership without limits Mission-obsessed: You’re here to save lives, not just ship features — patients and doctors are your why. Impact-driven & fast-moving: You sprint toward hard problems and ship with sharp judgment. Elite teammate: You raise the bar through high standards, direct feedback, and craft excellence. Why Join Sully.ai? 🔥 Revolutionizing the antiquated $800B+ Healthcare market 🧠 50%+ of us are ex-founders. We hire A-players, not passengers ⚡️ Speed matters - we operate with urgency, autonomy, and ownership 🧪 You’ll work on real, first-of-their-kind problems at the edge of AI and medicine ❤️ Your work helps doctors reclaim their time - and patients get better, faster care

| About Sully.ai Sully.ai is building the suite of “AI Medical Employees” that automate clinical documentation, triage, scheduling, and other routine tasks for healthcare providers. Empowering over 400 clinics and 3M+ clinical tasks with enterprise‑grade security and HIPAA‑compliance. Our AI Receptionist agent manages patient intake, triage, and front‑desk workflows—reducing no‑shows and administrative burden while integrating seamlessly with major EHR systems. Role Overview We're looking for a Senior DevOps Engineer with 5+ years of experience in DevOps, security engineering, and compliance frameworks. You should have a strong emphasis on building and maintaining secure, scalable, and compliant infrastructure from the ground up. You should be comfortable working in a fast-paced environment, iterating rapidly, and taking ownership of critical systems to ensure security, reliability, and compliance. What You’ll Do Own end-to-end DevOps, security, and compliance processes for designated product areas, ensuring robust, scalable, and secure infrastructure. Act as the Directly Responsible Individual (DRI) for the security, reliability, and compliance of assigned systems, including execution, monitoring, and incident response. Interface with stakeholders (e.g., customers, auditors, or regulators) to address security and compliance requirements, either personally or by coordinating with team members. Proactively drive system improvements by designing and implementing complementary tools and processes, such as automated security scans, compliance dashboards, monitoring systems, and internal audit tools. Collaborate with engineering teams to integrate security and compliance best practices into the development lifecycle, including code reviews, threat modeling, and secure SDLC processes. Maintain and iterate on CI/CD pipelines , infrastructure as code, and configuration management to enable rapid, secure deployments. Ensure adherence to relevant compliance standards (e.g., SOC 2, GDPR, HIPAA) and prepare for audits by maintaining documentation and evidence of controls. Stay ahead of emerging security threats and compliance requirements by adapting systems to meet the evolving needs in the GenAI space. Minimum Qualifications 5+ Years of Experience in DevOps, security engineering, and/or compliance roles, with a proven track record of building and securing cloud-based infrastructure. Experience building secure and compliant systems from 0 to 1 , including CI/CD pipelines, infrastructure as code (IaC), and security controls. Proficient in rapid iteration of infrastructure, security configurations, and compliance processes to support dynamic product development. Comfortable diving into DevOps tools (e.g., Docker, Kubernetes, Terraform, Pulumi), security practices (e.g., vulnerability management, penetration testing, encryption), and compliance frameworks (e.g., SOC 2, GDPR, HIPAA, ISO 27001). Familiarity with monitoring, logging, and analytics tools (e.g., Prometheus, Grafana, Sentry) to ensure system reliability and auditability. Experience with cloud platforms (e.g. GCP) and securing AI/ML workloads is a plus. Knowledge of GenAI infrastructure , including securing large-scale AI model deployments, is highly desirable. Knowledge of compliance frameworks (HIPAA, SOC‑2). Excellent communication is a must. Why Join Sully.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.