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Hippocratic AI is seeking a Vice President of Customer Success to own a regional portfolio of health system partnerships and lead a high-performing team of Directors and senior Customer Success Executives. The company is building a healthcare-only, safety-focused LLM platform designed to transform patient outcomes at scale, backed by $404M in funding including a recent $126M Series C at a $3.5B valuation.
In this role, you will serve as the executive point of contact for major health system clients, building trusted relationships with board-level sponsors, CNOs, CMIOs, COOs, and other senior stakeholders across multi-entity provider organizations. You'll lead enterprise implementations of Hippocratic AI solutions, ensuring alignment with health system operational priorities, clinical workflows, and care delivery models while managing timelines and ensuring successful go-live.
Key responsibilities include: driving net revenue retention and expansion across your regional portfolio; collaborating cross-functionally with Product, Engineering, and Sales to channel health system feedback into product evolution and go-to-market strategy; defining, tracking, and communicating customer success metrics (NRR, clinical adoption rates, operational efficiency gains, patient outcome improvements); building and codifying best practices for onboarding, clinical training, workflow integration, and change management; and owning expansion sales within your regional portfolio through identification of upsell and cross-sell opportunities.
By day 90, you will complete a diagnostic of your regional health system portfolio, establish your CS team's operating framework and KPIs, recruit and onboard your first Directors and senior CSEs, and ship measurable improvements in customer retention or satisfaction. At 12 months, you will have scaled your provider CS team to a fully functional, high-performing organization managing a multi-account regional portfolio, established replicable playbooks for provider onboarding and clinical workflow integration, grown net revenue retention to 110%+, and positioned health system customers as visible advocates for Hippocratic AI.
This is an onsite role based in Columbus, Ohio, with five days per week at the client site and occasional travel to Hippocratic AI headquarters in Menlo Park, CA.
REQUIREMENTS:
- Bachelor's degree from an accredited university
- 10–15 years of professional experience in healthcare, with 7+ years in customer-facing leadership roles working with or within health systems, health networks, or provider-focused organizations
- Proven ability to lead and develop teams (manager of managers), successfully managing Directors and senior Customer Success Executives and driving impact across large, matrixed provider organizations
- Deep knowledge of health system operations, clinical workflows, care delivery models, and operational processes—including expertise in areas such as nursing, clinical operations, revenue cycle, or care management
- Demonstrated experience working effectively with health system stakeholders across clinical (CNO, CMIO, physician leadership), operational (COO, VP Operations), and IT/technical leadership—translating clinical and operational needs into customer success strategy
- Proven track record leading cross-functional initiatives in startup or high-growth technology environments, with measurable impact on delivery and revenue goals
- Strong executive presence and communication skills, with demonstrated ability to engage board-level sponsors and C-suite executives in large, complex health system organizations
- Demonstrated success in implementation excellence, change leadership, and driving measurable results in healthcare innovation and operational transformation
- Experience building or shaping customer success playbooks, team structures, and scalable infrastructure/processes—not just executing them; ability to codify and scale what works
PREFERRED QUALIFICATIONS:
- Experience with AI, digital health, or clinical decision support tools in healthcare environments
- Background in healthcare consulting, health-tech, or clinical operations transformation (Accenture, Deloitte, McKinsey, Guidehouse, etc.)
- Prior exposure to regulatory, compliance, or data governance in healthcare (HIPAA, CMS, state regulations, quality reporting)
- Experience with pricing, packaging, or go-to-market strategy in healthcare SaaS or health tech
- Track record scaling customer success organizations or launching new regional CS models
- Healthcare sector knowledge, including familiarity with major health system players, competitive landscape, and industry trends in your target region
- Existing relationships with senior leaders at major health systems in your target region
