Ready to Build, Scale & Drive Growth
A Strategic Framework for Sully.ai's First Head of Customer Success
Brittney Tamang, MBA, BSN, RN
Unique Value Proposition
The Clinical-Business Bridge
In the complex landscape of AI healthcare products, the gap between clinical reality and business execution is where most companies stumble. I stand at the intersection of both worlds, bringing a combination of frontline clinical experience, enterprise AI expertise, and proven operational excellence. This isn't just about understanding healthcare, it's about speaking the language of 100,000+ providers while simultaneously building scalable systems that drive revenue growth and global expansion.
Clinical Credibility
As an RN, I speak the language of your provider customers and understand their daily workflows, pain points, and decision-making processes firsthand. This clinical foundation means I can anticipate provider needs, translate technical features into clinical value, and build trust with your user base from day one.
AI Product Expertise
I've built and scaled AI healthcare platforms at both enterprise scale (Humana) and high-growth startup environments (Hana Health). I understand the unique challenges of deploying machine learning in clinical settings, managing regulatory compliance, and driving adoption of innovative technology among traditionally conservative healthcare providers.
Operational Excellence
I build scalable systems from scratch and deliver measurable results. My track record includes $706M in documented cost containment and achieving 95% provider satisfaction scores. I know how to establish metrics that matter, implement processes that scale, and create frameworks that turn customer success into a predictable growth engine.
Global Leadership
With UAE consulting experience and a proven ability to navigate cross-cultural healthcare systems, I'm uniquely equipped to support your international expansion. I understand the nuances of delivering consistent customer experiences across different regulatory environments, time zones, and cultural expectations.
You're Scaling a World-Class AI Product. You Need a World-Class Customer Success Function to Match.
As Sully.ai moves from product-market fit into hypergrowth, three critical challenges will determine your success. Each requires immediate strategic attention and specialized expertise to execute effectively. The companies that win in AI healthcare are those that solve these challenges before they become crises.
The Scaling Challenge
How do you deliver exceptional support to 100,000+ providers without building an unsustainable team? The answer lies in intelligent automation, self-service systems, and strategic tiering, but only if built correctly from the start. The cost of getting this wrong is measured in both margin compression and customer churn.
The Growth Challenge
How do you transform Customer Success from a cost center into a revenue engine? Net Revenue Retention (NRR) and expansion revenue don't happen by accident. They require systematic identification of expansion opportunities, proactive engagement strategies, and tight alignment between CS, Product, and Sales teams.
Your CS function should be driving upsells, cross-sells, and feature adoption, not just answering tickets.
The Global Challenge
How do you deliver a consistent, high-quality experience across the US, UAE, and global markets while respecting local nuances? Global customer success requires more than just time zone coverage. It demands cultural intelligence, regional compliance expertise, and systems designed for distributed teams from day one.
Your international presence is a competitive advantage, if managed correctly.
90-Day Roadmap
From Foundation to Full-Scale Impact in One Quarter
The first 90 days are critical. This isn't about "learning the ropes" it's about building the foundation for a scalable, data-driven CS organization that drives retention and expansion. My framework is designed to deliver visible impact at each milestone while setting the stage for long-term strategic success.
1
Days 1-30: Build the Foundation
Action: Launch HIPAA-compliant ticketing system, establish initial SLAs with clear escalation paths, and conduct comprehensive customer journey mapping for both US and UAE markets. Interview key stakeholders, providers, and early adopters to identify critical pain points.
Outcome: A stable, reliable support infrastructure that providers can trust. Clear documentation of customer touchpoints and early warning signals for potential churn.
2
Days 31-60: Implement & Measure
Action: Deploy centralized knowledge base with self-service resources, define and instrument key health metrics (NPS, feature adoption, support ticket velocity), and create initial CS playbooks for onboarding, renewal, and expansion conversations.
Outcome: A data-driven CS function with clear visibility into customer health. Playbooks that ensure consistent, high-quality customer interactions regardless of team member or geography.
3
Days 61-90: Optimize & Scale
Action: Analyze ticket and usage data to identify product gaps and inform roadmap priorities. Launch structured customer feedback loop including quarterly business reviews. Develop global engagement model with coverage strategy for UAE and US markets.
Outcome: A scalable CS engine that proactively drives retention, identifies expansion opportunities, and provides actionable insights to Product and Engineering teams.
My Approach: CS is a Growth Engine, Not a Cost Center
Too many companies treat Customer Success as reactive support. That's a strategic mistake. When executed properly, CS becomes your most predictable source of revenue growth, your best channel for product intelligence, and your strongest competitive moat. My philosophy is built on three core principles that transform CS from overhead into strategic advantage.
Proactive, Not Reactive
We use data to anticipate customer needs and solve problems before they escalate. This means building early warning systems that identify at-risk accounts, implementing health scoring that actually predicts churn, and conducting proactive outreach based on usage patterns and behavioral signals.
Our goal is to catch issues in the warning phase, not the crisis phase.
Digital-First, Human-Centered
We build scalable self-service resources that empower users to find answers independently, comprehensive knowledge bases, video tutorials, community forums, and in-app guidance. This digital infrastructure handles routine questions efficiently, freeing our team for high-value strategic engagement: executive business reviews, adoption workshops, and expansion conversations.
Automation handles the routine. Humans handle the strategic.
Retention is the New Acquisition
Our primary KPI is Net Revenue Retention (NRR). Every CS activity should drive customers to realize value faster, adopt more features, and expand their usage. This requires tight alignment with Product on feature adoption metrics, collaboration with Sales on expansion opportunities, and systematic tracking of customer outcomes.
Happy customers don't just renew—they grow.
Proven Results: The Numbers Tell the Story
Strategy without execution is just theory. Throughout my career, I've consistently delivered measurable business outcomes by combining clinical expertise with operational discipline. These results demonstrate my ability to build systems that scale, drive adoption, and create tangible value for both customers and the business.
$706M
Cost Containment Delivered
Projected financial impact through optimized care coordination and provider engagement strategies at enterprise scale.
95%
Provider Satisfaction Rate
Achieved and maintained industry-leading satisfaction scores through proactive support and clinical credibility.
100K+
Providers Supported
Experience managing product and customer relations at scale across diverse healthcare settings and specialties with 6M members served.
Why Sully.ai? Why Now?
Our Missions Are Perfectly Aligned
You are at a critical inflection point. You have achieved product-market fit and are poised for explosive growth. This is the precise moment when a strategic CS leader can have the greatest impact—before inefficient processes become embedded, before customer expectations are set incorrectly, and before scaling challenges become scaling crises.
Your challenges are my expertise. Building from scratch, scaling AI products in healthcare, bridging clinical and technical worlds, and managing global operations—this is exactly what I do. I've navigated these challenges successfully at both enterprise and startup stages.
Your global ambition matches my capabilities. Your significant presence in the UAE and global expansion isn't a challenge for me, it's an opportunity where my international consulting experience provides immediate value. I understand the nuances of Middle Eastern healthcare systems, cultural expectations, and how to deliver consistent quality across continents.
This isn't just about filling a role. This is about building the customer success function that will help Sully.ai dominate the ambient AI documentation market.
The Strategic CS Technology Stack
Modern customer success requires the right tools, properly integrated and intelligently deployed. In my first 90 days, I'll evaluate and implement a best-in-class CS technology stack that balances sophistication with usability. Here's my recommended framework for Sully.ai's CS infrastructure.
CS Platform & Health Scoring
Implement a dedicated CS platform (Gainsight, Totango, or ChurnZero) with automated health scoring based on product usage, support interactions, and engagement metrics. This provides early warning signals for churn risk and identifies expansion opportunities.
HIPAA-Compliant Support
Deploy enterprise-grade ticketing system (Zendesk Health or Freshdesk) with full HIPAA compliance, automated routing, SLA management, and integration with clinical workflows. Essential for managing provider support at scale.
Self-Service Knowledge Base
Create comprehensive, searchable documentation with video tutorials, workflow guides, and FAQ resources. Reduces ticket volume by 40-60% while improving customer satisfaction and time-to-value.
Analytics & Reporting
Establish data infrastructure for tracking NRR, feature adoption, support metrics, and customer outcomes. Build executive dashboards that provide real-time visibility into CS performance and customer health.
Building a World-Class CS Team
Great customer success doesn't happen by accident—it requires the right team structure, clear roles, and a culture of ownership. As your first Head of CS, I'll build an organization designed for scale, with specialization that drives efficiency and career paths that attract top talent. Here's my vision for Sully.ai's CS team structure.
This tiered model ensures we're matching the right resources to customer needs. High-volume, transactional support gets handled efficiently through digital channels and junior CSMs. Strategic accounts receive dedicated attention from senior CSMs who drive adoption and expansion. The operations team continuously optimizes processes and provides data insights that inform strategy.
Initial Hiring Priorities
  • CS Operations Manager (establish systems and processes)
  • 2 CSMs with healthcare background (US market)
  • 1 CSM with UAE/Middle East experience
  • Technical Support Specialist (product expert)
12-Month Growth Plan
  • Add Strategic CSM for enterprise accounts
  • Expand to 5-6 regional CSMs as customer base grows
  • Build CS enablement and training function
  • Establish customer education program
Let's Build This Together
I am ready to bring this framework to life at Sully.ai. This isn't just another career opportunity for me, it's the chance to build something exceptional from the ground up at a company that's poised to transform healthcare documentation.
I bring the rare combination of clinical credibility, AI product expertise, operational excellence, and global experience that Sully.ai can benefit from right now. More importantly, I bring the strategic vision and execution discipline to turn Customer Success into your most powerful growth engine.
I'm excited to discuss how my framework can accelerate your path to market dominance. Let's talk about building the CS function that will help Sully.ai scale to every provider, in every market, globally.
Phone
573-979-2312
Schedule a Conversation