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Hippocratic AI is seeking a Customer Success Executive to own post-go-live relationships with health system customers and drive retention, measurable clinical outcomes, and platform expansion. This is a strategic account management role focused on proving value after initial deployment and expanding from first use cases into multi-program footprints across health systems.
You will take over a portfolio of live health system accounts and own gross and net retention targets, renewal narratives, and expansion into new use cases. Your core responsibilities include building and defending the outcomes case by defining, instrumenting, and reporting the metrics each health system purchased (readmission reduction, care gap closure, nursing time returned to bedside, cost per completed outreach). You will run quarterly and annual executive business reviews with clinical, operational, and financial leadership, presenting performance against peer benchmarks and setting the agenda for next quarter.
The role requires driving adoption and durable workflow change across nursing and clinical operations post-go-live to prevent adoption decay. You will identify, qualify, and shape expansion opportunities by surfacing the next use case, building the business case with the customer, and partnering with sales to close. You maintain account health scoring and risk forecasting to give leadership early, specific reads on at-risk accounts.
This is a field-facing role requiring 25–40% travel, including regular multi-day onsite visits for executive reviews, adoption work, and clinical rounding, with periodic travel to Menlo Park headquarters. You will partner with health system CNOs, CMOs, VPs of Care Management and Population Health, service line leaders, quality teams, and nursing operations, requiring equal parts executive presence and operational credibility.
Required: minimum 5 years in customer success, account management, or strategic accounts with at least 4 years serving health systems, hospitals, or provider organizations. Demonstrated ownership of commercial outcomes on a named book (retention, renewal, or expansion targets). Executive presence with health system C-suite and VP-level stakeholders. Fluency in health system operations and clinical workflow. Ability to build quantified outcomes cases and present ROI. Bachelor's degree required.
Preferred: healthcare SaaS or health AI background with separate implementation function; health system operator experience (nursing, care management, population health, quality); clinical license or prior clinical practice; healthcare consulting/transformation experience; EHR ecosystem familiarity (Epic, Cerner, Athena); patient engagement or care management platform experience; track record converting customers to references; CS role with quota or revenue responsibility.
