Customer Success Manager

Company: Sully.ai Inc.
Location: San Francisco
Posted on: June 2, 2025

Job Description:

About UsAt 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

• Provide exceptional support to global customers via email, chat, and video calls; troubleshoot technical issues for rapid, effective resolutions.
• Conduct technical onboarding and product demos to ensure customers understand workflows and derive value from .
• Create high-quality, custom notes and AI-assisted summaries, leveraging prompt-engineering best practices.
• Collaborate with Product, Engineering, and Sales to refine our platform based on customer feedback.
• Maintain and update support documentation and knowledge bases.
• Proactively identify and escalate opportunities to improve customer experience and drive retention.What You'll Bring
  • Engineering/Technical Background Required
  • 5+ years of customer support or CSM experience, preferably in SaaS or AI.
  • Excellent written and verbal communication; able to translate complex technical processes into clear, user-friendly language.
  • Familiarity with AI prompting and using AI tools for summarization, drafting, and data extraction.
  • Demonstrated autonomy and initiative: strong prioritization skills, bias for action, and ability to deliver under tight deadlines.
  • Exposure to technical roles (support, onboarding, or solutions engineering); comfortable with demos and technical discussions.
  • Hands-on experience with support platforms (e.g., Intercom).Bonus Points
    • Experience with AI or compliance solutions.
    • Hands-on experience building or fine-tuning LLMs or AI agents.
    • Basic knowledge of APIs and technical integrations.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.
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Keywords: Sully.ai Inc., San Bruno , Customer Success Manager, Executive , San Francisco, California