Overview
You own the customer relationship after the deal closes. You ensure healthcare organizations successfully deploy Sully's AI agents, drive adoption among clinicians and staff, and expand usage over time. You're managing implementations, training users, troubleshooting issues, and identifying opportunities to add more agents or roll out to additional locations.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | Post-sale CSM with expansion responsibility |
| Sales Motion | Account expansion (upsell/cross-sell) |
| Deal Complexity | Consultative - driving adoption and managing change |
| Sales Cycle | 2-4 months for expansion deals |
| Deal Size | $25K-100K+ expansion ACV |
| Quota (est.) | $300-500K annual net retention/expansion |
Company Context
Stage: Series A/B (YC S21, ~68 employees)
Size: 68 employees
Growth: Scaling customer base, need CSMs to prevent churn and drive expansion
Market Position: Early product, so customer feedback heavily influences roadmap
GTM Reality
Pipeline Sources:
- Your book of customers - you identify expansion opportunities within existing accounts
- Product usage data - adoption metrics show which customers are getting value and ready to expand
SDR/AE Structure: You work with AEs on complex expansions (new departments, enterprise-wide rollouts)
SE Support: You coordinate with solutions engineers for technical implementation issues
Competitive Landscape
Main Competitors: Customer inertia ("it's working fine, why add more?"), competing priorities (budget goes elsewhere), alternative AI scribe tools
How They Differentiate: Comprehensive agent suite, healthcare-specific models, proven ROI
Common Objections: "We're still getting used to what we have", "Budget is tight this year", "Adoption has been slower than expected", "We're waiting to see long-term results"
Win Themes: Show usage metrics proving value, share case studies from similar customers, tie expansion to solving new pain points
What You'll Actually Do
Time Breakdown
Customer Meetings (40%) | Implementation/Support (30%) | Expansion Planning (20%) | Internal Coordination (10%)
Key Activities
- Onboarding and implementation: You manage the rollout of AI agents - coordinating IT for EHR integration, training clinicians and staff, troubleshooting initial issues. Healthcare implementations are messy - workflows need adjustment, users resist change, technical issues pop up.
- Driving adoption: You monitor usage data to see which clinicians are using the AI agents and which aren't. You run training sessions, send reminders, work with champions to encourage peers. Low adoption is your biggest churn risk.
- QBRs and success reviews: You run quarterly business reviews showing ROI metrics (time saved, documentation quality, patient satisfaction). You need to prove the AI is delivering value to justify renewal and expansion.
- Identifying expansion opportunities: You look for signals to upsell - departments not using the AI yet, new use cases (add AI coder if they only have AI scribe), additional locations. You pitch expansions and work with AEs to close deals.
- Firefighting: When something breaks (AI accuracy issue, EHR integration bug, user complaint), you coordinate with product and engineering to fix it quickly before it becomes a churn risk.
The Honest Reality
What's Hard
- Healthcare customers move slowly - implementations take months, adoption is gradual, expansion conversations drag out. You're constantly waiting on IT, compliance reviews, and budget approvals.
- Change management is brutal - clinicians are busy and skeptical. Getting them to adopt new AI workflows requires persistence, training, and hand-holding. Some will never buy in.
- You're measured on renewals and expansion, but you don't control product issues, pricing, or competitive threats. If the product underdelivers or a competitor wins, you take the churn hit.
- Managing 10-15 accounts means you're juggling multiple implementations, QBRs, support tickets, and expansion conversations simultaneously. Things slip through the cracks.
- Early-stage product means bugs and missing features - you'll spend time apologizing for issues and managing expectations while engineering fixes things.
What Success Looks Like
- 95%+ net retention (renewals minus churn)
- 120-130% gross retention (renewals + expansions)
- 80%+ of customers actively using AI agents (adoption metrics)
- Identify and close 2-3 expansion deals per quarter
- Customers willing to be references and case study participants
Who You're Selling To
Primary Buyers:
- Clinical leadership (CMO, VP Clinical Ops) - care about provider satisfaction, documentation quality
- Operations (COO, VP Ops) - care about ROI, efficiency gains, workflow impact
- IT (CIO, IT Director) - care about system stability, integration issues
- Finance (CFO) - care about renewal cost, expansion budget, proven ROI
What They Care About:
- Is the AI actually saving time and reducing burnout? (usage data, provider feedback)
- Are we getting the ROI we were promised? (time savings, cost reduction metrics)
- Is adoption high enough to justify the cost? (if only 30% of clinicians use it, it's not worth it)
- Can we expand to other departments/locations without major headaches?
Requirements
- 2-4 years in customer success, account management, or implementation roles (healthcare SaaS experience strongly preferred)
- Understanding of healthcare operations - EHR systems, clinical workflows, compliance requirements
- Ability to manage complex implementations with multiple stakeholders (IT, clinical, operations)
- Data-driven approach - you need to track usage metrics, ROI, and adoption to prove value
- Change management skills - getting busy clinicians to adopt new technology requires patience and persistence
- Expansion sales skills - identifying upsell opportunities and running consultative sales conversations
- Comfortable with early-stage ambiguity - processes aren't fully built, you'll need to figure things out