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Hippocratic AI is seeking a VP of Customer Success to lead a regional portfolio of health system partnerships and drive net revenue retention and expansion growth. You will own executive-level relationships with major health systems, lead and develop a team of Directors and senior Customer Success Executives, and serve as the primary point of contact for board-level sponsors, CNOs, CMIOs, and COOs across multi-entity organizations.
Key responsibilities include: leading enterprise implementations of Hippocratic AI's healthcare AI solutions while ensuring alignment with client operational priorities and clinical workflows; defining and tracking customer success metrics including net revenue retention as primary health indicators; building and codifying best practices for onboarding, training, and workflow integration to establish a scalable CS model; collaborating cross-functionally with Product, Engineering, and Sales to incorporate customer feedback into product evolution; owning expansion sales within the regional portfolio through identification of upsell and cross-sell opportunities; representing the company at industry conferences and forums; and supporting regional hiring strategy and team mentorship.
You bring 10–15 years of healthcare experience with 7+ years in customer-facing leadership roles within or serving health systems. You have proven ability to manage managers and drive impact across large, matrixed provider organizations. Deep knowledge of clinical workflows, operational processes, and care delivery models (especially nursing or revenue cycle) is essential. You've led cross-functional initiatives in startup or high-growth tech environments, possess strong executive presence and communication skills for engaging C-suite executives, and have demonstrated success in implementation excellence, change leadership, and delivering measurable results. You have a track record of hitting or exceeding delivery and revenue goals and experience building or shaping customer success playbooks, team structures, and scalable processes.
The role is based in Tampa Bay, FL with five days per week onsite at client sites and occasional travel to Hippocratic AI headquarters in Palo Alto, CA for strategic planning and team sessions. You must satisfy client-specific credentialing requirements, including drug screening and proof of required vaccinations or immunizations as mandated by healthcare facilities.
