[Hiring] Vice President, Customer Success @Hippocratic AI

Role Description

As VP of Customer Success for Payors at Hippocratic AI, you will build and lead high-performing teams that drive satisfaction, retention, and expansion across our health plan and managed care customers. You'll establish the systems, processes, and culture that enable customer success at scale—designing the playbooks and team structures that transform how health plans achieve value from our AI platform.

This role exists because health plans are deploying breakthrough AI at scale, and they need a dedicated, expert-led customer success organization that speaks their language, understands their complexity, and delivers measurable impact on their most critical metrics.

What You Will Accomplish

• By day 90, complete a diagnostic of your payer customer base and success metrics.
• Establish your CS team's operating framework and KPIs.
• Recruit and onboard your first CS leaders and specialists.
• Ship measurable improvements in customer retention or satisfaction for your most strategic accounts.
• At 12 months, scale your payer CS team from concept to fully functional, high-performing organization.
• Establish replicable playbooks for payer onboarding and success management.
• Grow net revenue retention across your payer book of business to 110%+.
• Position payer customers as visible advocates for Hippocratic AI in the industry.
• Prove out the payer CS model that can scale across the organization.

The Team

You'll build and lead a dedicated payer customer success organization—recruiting and developing CS Executives, CS Leaders, technical support specialists, and implementation experts. You'll partner closely with Product, Engineering, Clinical, and Sales teams to ensure payer needs drive organizational priorities.

You'll work embedded with major health plan customers while building the infrastructure that scales CS capability across Hippocratic AI.

What You'll Do

• Build and lead a world-class payer CS team by partnering with Talent Acquisition to recruit, onboard, mentor, and develop customer success executives, CS leaders, technical specialists, and implementation experts.
• Develop and execute a comprehensive payer customer success strategy aligned with Hippocratic AI's mission and business objectives.
• Establish and nurture trusted relationships with health plans, managed care organizations, PBMs, and other payer entities at executive and operational levels.
• Drive customer retention and expansion across payer use cases (utilization management, member engagement, care management, prior authorization).
• Serve as the voice of the payer customer within the organization, working cross-functionally with Product, Engineering, and Clinical teams.
• Implement and refine customer success metrics and processes tailored to payer KPIs.
• Act as escalation point for complex payer customer issues, ensuring timely and effective resolution.
• Navigate payer ecosystem complexities including regulatory requirements and operational workflows.

Location Requirement

This is a field-facing role. Our best customer relationships are built onsite. Expect 25–40% travel, including regular multi-day visits for executive reviews, adoption work, and clinical rounding, with overnight and out-of-state trips. Periodic travel to our Menlo Park headquarters is expected.

Compensation

Compensation is based on experience, expertise, and level of responsibility. We offer competitive packages that reflect the role's seniority and scope, along with equity, health insurance, and other benefits.

Qualifications

• 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.
• Deep understanding of the payer/health plan industry including managed care operations, utilization management, care management, claims processing, network management, and regulatory frameworks.
• 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.
• 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.

Preferred Qualifications

• MBA, MHA, or advanced degree in Business, Healthcare Administration, or related field.
• Demonstrated thought leadership in the payer industry.
• 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.

Benefits

• Reinvent healthcare with AI that puts safety first.
• Work with the people shaping the future.
• Backed by the world’s leading healthcare and AI investors.
• Build alongside the best in healthcare and AI.

Equal Opportunity

Hippocratic AI is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, genetic information, military or veteran status, or any other characteristic protected by applicable law.

If you require accommodations during the hiring process, please contact [email protected] .

Please be aware of recruitment scams impersonating Hippocratic AI. All recruiting communication will come from @hippocraticai.com email addresses.