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Hippocratic AI is seeking a Vice President of Customer Success for Providers to lead a regional portfolio of health system partnerships and build a high-performing customer success organization. This is a people-management role overseeing Directors and senior Customer Success Executives, with responsibility for driving net revenue retention, expansion, and measurable clinical impact across major health systems.
In the first 90 days, you will conduct a diagnostic of your regional health system portfolio, establish team operating frameworks and KPIs, recruit and onboard your first Directors and senior CSEs, and deliver measurable improvements in customer retention or satisfaction across strategic accounts.
By 12 months, you will have scaled the provider CS team from concept to a fully functional organization managing a multi-account regional portfolio, established replicable playbooks for provider onboarding and clinical workflow integration, grown net revenue retention to 110%+, positioned health system customers as visible advocates, and proven out a regional provider CS model that scales across the organization.
Key responsibilities include serving as executive point of contact for major health system clients (board-level sponsors, CNOs, CMIOs, COOs); leading enterprise implementations aligned with health system operational priorities and clinical workflows; collaborating cross-functionally with Product, Engineering, and Sales to channel customer feedback into product evolution; defining and tracking customer success metrics (NRR, clinical adoption, operational efficiency, patient outcomes); building and codifying best practices for onboarding, clinical training, and change management; and driving expansion sales through identification of upsell and cross-sell opportunities.
You will work embedded with major health system clients while building infrastructure that scales CS capability. The role requires deep knowledge of health system operations, clinical workflows, care delivery models, and the ability to navigate complex, matrixed provider organizations. You must have strong executive presence and demonstrated success engaging board-level sponsors and C-suite executives.
The selected candidate will be based in one of four regional markets: Orange County, California; Tampa Bay, Florida; Columbus, Ohio; or Philadelphia, Pennsylvania. You will be on-site at health system client locations regularly (typically 3-5 days per week) and travel periodically to Hippocratic AI headquarters in Menlo Park, California. Candidates must satisfy client-specific credentialing requirements, including background screening and proof of required vaccinations.
