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Hippocratic AI is seeking a Vice President of Customer Success to build and lead a dedicated customer success organization focused on health plan and managed care customers. This is a field-facing role requiring 25–40% travel, including regular multi-day visits to customer sites and periodic travel to headquarters in Menlo Park.
You will own the complete customer success function for the payer segment, establishing systems, processes, and culture that enable CS at scale. By day 90, you will have completed a diagnostic of the payer customer base, established your CS team's operating framework and KPIs, recruited and onboarded CS leaders and specialists, and shipped measurable improvements in retention or satisfaction for strategic accounts. At 12 months, you will have scaled the payer CS team from concept to a fully functional, high-performing organization with replicable playbooks for onboarding and success management, grown net revenue retention to 110%+, and positioned payer customers as visible advocates.
Key responsibilities include:
- Building and leading a world-class payer CS team by recruiting, onboarding, mentoring, and developing CS executives, leaders, technical specialists, and implementation experts
- Developing and executing a comprehensive payer customer success strategy aligned with Hippocratic AI's mission and tailored to health plans' unique operating models, regulatory environment, and success metrics
- Establishing trusted relationships with health plans, managed care organizations, PBMs, and other payer entities at executive and operational levels
- Driving customer retention and expansion across payer use cases (utilization management, member engagement, care management, prior authorization)
- Serving as the voice of the payer customer within the organization, working cross-functionally with Product, Engineering, and Clinical teams
- Implementing and refining customer success metrics tailored to payer KPIs (HEDIS/STARS performance, medical loss ratio impact, member satisfaction, per-member-per-month cost trends)
- Acting as escalation point for complex payer customer issues while navigating regulatory requirements and compliance
- Navigating payer ecosystem complexities including CMS, NCQA, and state Department of Insurance requirements
Hippocratic AI is building the world's first healthcare-only, safety-focused LLM platform designed to transform patient outcomes at scale. The company was co-founded by CEO Munjal Shah and a team of physicians, hospital leaders, and AI pioneers from institutions including El Camino Health, Johns Hopkins, Stanford, Google, Meta, Microsoft, and NVIDIA. The company recently raised a $126M Series C at a $3.5B valuation, bringing total funding to $404M.
REQUIREMENTS:
- Bachelor's degree from an accredited university
- 10–15 years of professional experience in customer success, account management, or related leadership roles within the payer/health plan industry, with 7+ years in customer-facing leadership positions
- Proven track record driving customer success in B2B SaaS or healthcare technology companies serving payer organizations, with demonstrated ability to hit KPIs and drive revenue growth
- Deep understanding of the payer/health plan industry including managed care operations, utilization management, care management, claims processing, network management, and regulatory frameworks (CMS, NCQA, state Department of Insurance)
- Demonstrated experience working with health plan stakeholders across medical management, population health, quality, IT, and C-suite leadership
- Exceptional interpersonal and communication skills with proven ability to influence and inspire cross-functional teams, customers, and senior executives
- Data-driven mindset with hands-on experience leveraging payer-specific metrics and analytics (HEDIS/STARS, MLR, per-member-per-month cost trends)
- Proven experience scaling customer success teams and processes in high-growth startup or scaling technology environments
- Deep understanding of workflows within health plans and managed care organizations, with demonstrated ability to align AI solutions to payer operational processes and business priorities
PREFERRED QUALIFICATIONS:
- MBA, MHA, or advanced degree in Business, Healthcare Administration, or related field
- Demonstrated thought leadership in the payer industry, including speaking at major payer conferences (AHIP, RISE, AMCP)
- Hands-on familiarity with AI-based solutions and their application in payer operations
- Experience with value-based care models and payer-provider collaboration initiatives
- Existing relationships with senior leaders at major national and regional health plans
- Track record building customer success organizations from the ground up in emerging categories
