Lead Technical Account Manager

At Sully.ai, we believe healthcare should work for clinicians, not against them. We’re building AI first tools to cut through the red tape—automating administrative tasks like prior authorization, improving diagnosis accuracy, and ensuring clinical workflows are seamless. We move fast. We take ownership. We deliver outcomes.

If you want to join a team where your work has immediate impact, where you own major customer relationships from performance to expansion, and where technical execution meets real-world results, this role is for you.

As Lead Technical Account Manager, your mission is outcomes. You’ll own the post-sale lifecycle for our most strategic accounts: ensuring fast onboarding, deep adoption, minimizing risk, and driving expansion. You will both lead and execute — defining systems and processes today, while delivering value to customers tomorrow.

Here’s what that looks like:

• Fast, High-Quality Onboarding & Adoption

  • Be the technical lead in onboarding major health system or payer customers.

  • Translate customer workflows into implementation plans.

  • Get new customers live quickly without sacrificing reliability and compliance.

• Drive Expansion & Retention

  • Own QBRs (Quarterly Business Reviews), executive-level reviews, and renewal / upsell conversations.

  • Proactively monitor account health; identify churn risk & act immediately.

  • Use data (adoption metrics, usage, feedback) to find expansion opportunities.

• Build Scalable CS Systems & Processes

  • Create or refine playbooks for onboarding, adoption, renewal, and escalation.

  • Define and track KPIs: NRR (Net Revenue Retention), adoption velocity, health score, time-to-value, churn risk.

  • Set up, manage or improve tooling (CRM, analytics dashboards, documentation hubs) to make the team highly effective and scalable.

• Technical Advocacy & Implementation

  • Be hands-on when needed: lead technical discovery with customers, help scope integrations or custom config work.

  • Navigate technical blockers or workflow constraints (compliance, data security, integrations) and work with engineering & product to resolve.

  • Represent customer feedback and technical pain points in product roadmap decisions.

• Lead & Mentor the Team

  • Manage and, where needed, contribute individually. You’ll own strategic accounts directly while coaching others.

  • Help hire, train, and build a high-performing technical account management / customer solutions team.

We’re looking for someone who is equal parts builder, technical problem solver, and customer champion.

Required Experience & Traits:

• 7+ years in customer-facing technical roles, especially in B2B / enterprise SaaS (ideally with large‐contract value, health systems or payers).

• Demonstrated success owning post-sale outcomes: onboarding, adoption, renewals / expansions.

• Strong technical aptitude: comfortable with integrations, APIs, working with engineering, customizing workflows, dealing with data and compliance constraints.

• Deeply customer‐oriented: you surface issues before they become crises, you listen, learn, and translate customer needs into action.

• Ownership mindset & speed: you thrive in ambiguity, move fast, make decisions, and hold yourself accountable.

• Experience in healthcare / health tech (understanding compliance, data privacy, buyer cycles, procurement).

• Exposure to AI/LLMs, automation workflows, or AI deployment in regulated environments.

• Comfortable with tools for measurement / analytics.

• CRM: HubSpot

• Analytics & Dashboards: internal metrics tools, usage tracking, health scoring

• Communication & Collaboration: Slack, Zoom, Notion, Google Workspace

• Technical Interfaces: APIs, internal engineering tools, issue tracking systems (e.g. Jira or equivalent)

• AI / Automation: internal tools for workflow optimization, summarization, etc.

• Immediate, Visible Impact: You’ll own critical customer relationships that directly affect revenue, retention, and product direction.

• Speed & Ownership: No red tape—fast decision-making and execution are part of our DNA.

• Growth & Leadership Path: We’re scaling fast. You’ll have the chance to grow your team, define processes, and shape the customer-facing organization.

• Mission-Driven Work: Solve real, meaningful problems in healthcare. Make clinicians’ lives better.

• Competitive Compensation & Equity: Base plus accelerators and meaningful upside in equity.

If you want to build something that matters, lead with speed and precision, and deliver technical excellence wrapped in customer love—let’s talk.

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.