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Hippocratic AI is seeking a Customer Success Executive to own the post-go-live relationship with health system customers and drive retention, measurable outcomes, and platform expansion. This is a strategic account management role focused on proving value and scaling adoption across provider organizations.
ROLE OVERVIEW
You will manage a named portfolio of live health system accounts, taking ownership after implementation is complete. Your mandate is threefold: ensure customers achieve the clinical and operational outcomes they purchased; demonstrate those results to executive stakeholders; and identify and shape expansion opportunities into new use cases and service lines. This is not a deployment or implementation role—Implementation Managers own configuration and go-live. You own what happens next: retention, outcomes validation, and growth.
KEY RESPONSIBILITIES
- Own retention and net revenue expansion on a named book of health system accounts, carrying gross and net retention targets and owning the renewal narrative
- Define, instrument, and report the metrics each health system purchased (readmission reduction, care gap closure, contact and completion rates, nursing time returned to bedside, cost per completed outreach) and translate them into executive-ready business cases
- Run quarterly and annual executive business reviews with clinical, operational, and financial leadership, presenting performance, peer benchmarking, and forward agendas
- Drive adoption and durable workflow change across nursing and clinical operations post-go-live to prevent adoption decay
- Identify, qualify, and shape expansion opportunities; source and shape the business case with customers, then partner with Sales to close
- Maintain account health scoring and risk forecasting, providing leadership with early, specific reads on at-risk accounts
- Build and maintain relationships with health system CNOs, CMOs, VPs of Care Management and Population Health, service line leaders, quality teams, and nursing operations
WORK ENVIRONMENT
This is a field-facing role requiring 25–40% travel, including regular multi-day onsite visits for executive reviews, adoption work, and clinical rounding. Periodic travel to Menlo Park headquarters is expected. You will report to Customer Success leadership and collaborate with Implementation, Clinical, Product, Engineering, and Sales teams.
QUALIFICATIONS
Required:
- Minimum 5 years in customer success, account management, client partnership, or strategic accounts, with at least 4 years serving health systems, hospitals, health networks, or provider organizations
- Demonstrated ownership of commercial outcomes on a named book (retention, renewal, or expansion targets you were personally measured against) with specific, measurable results
- Executive presence with health system leadership; track record of running business reviews with C-suite and VP-level clinical, operational, and financial stakeholders
- Fluency in health system operations and clinical workflow—understanding how care teams work, how quality is measured, and how capital and operating decisions are made
- Proven ability to build a quantified outcomes case and present ROI to a skeptical financial audience
- Bachelor's degree from an accredited university
Preferred:
- Background at a healthcare SaaS or health AI company serving providers, in a role where implementation was a separate function
- Health system operator experience (nursing leadership, care management, population health, quality, or service line administration)
- Clinical license (RN, LPN, or similar) or prior clinical practice
- Healthcare consulting or transformation experience with provider clients
- Familiarity with EHR ecosystems (Epic, Cerner, Athena) and how they shape operational possibilities
- Experience with patient engagement, virtual care, or care management platforms
- Track record of converting customers into references, case studies, or conference co-presentations
- Experience in a role where CS carried a quota or formal revenue responsibility
