Director of Customer Success

About This Role

Directing Customer Success involves owning the post-sales lifecycle and defining how Sage, the company's conversational AI care manager, is successfully deployed and scaled across enterprise healthcare organizations. This role leads customers through the transition from contract to operational reality, ensuring the 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, but rather a partnership with Product to oversee complex deployments of agentic AI into health plans and provider organizations.

Responsibilities

• Lead customers through the transition from contract to operational reality
• Ensure Sage, the autonomous voice AI assistant, becomes embedded in real clinical and operational workflows
• Partner closely with Product to oversee complex deployments of agentic AI into health plans and provider organizations
• Coordinate integrations, stakeholder alignment, regulatory considerations, and measurable outcomes
• Define what "great implementation" looks like in a category that is still being created
• Operate at the intersection of Commercial, Product, Engineering, and Operations
• Ensure that what is sold can be delivered predictably
• Ensure that what is delivered drives measurable value
• Ensure that successful deployments translate into durable retention and expansion
• Directly influence how care teams function and how patients experience engagement
• Directly influence how autonomous systems are responsibly integrated into healthcare environments

About the Company

Ellipsis Health is redefining how care teams engage and support patients through voice-based artificial intelligence. Its 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. Ellipsis Health partners with leading health plans, PBMs, providers, 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.