Vice President, Customer Success (Provider)

Hippocratic AI Inc.; Northern (KY); Hybrid; USD 230,000 - 350,000; Full time

Benefits offered by this job

Equity

Health insurance

Job summary

Hippocratic AI seeks a VP of Customer Success for Providers to own a regional portfolio of health system partnerships and lead a team of Directors and senior CSEs. You will drive net revenue retention while implementing AI into clinical workflows and establishing scalable CS playbooks across provider organizations.

By day 90, complete a regional diagnostic, set KPIs, and onboard your first Directors. At 12 months, scale the team, expand NRR to 110%+, and position clients as industry advocates

Qualifications

• 10–15 years of healthcare experience with 7+ years in customer-facing leadership roles.
• Experience leading Directors and senior Customer Success Executives.
• Deep knowledge of health system operations, clinical workflows, and care delivery models.
• Proven ability to engage health system stakeholders across clinical, operational, and IT leadership.

Responsibilities

• Serve as executive point of contact for major health system clients, building trusted relationships with board-level sponsors and C-suite leaders.
• Lead enterprise implementations of Hippocratic AI solutions, ensuring alignment with clinical workflows and go-live success.
• Collaborate with Product, Engineering, and Sales to channel health system feedback into product evolution and GTM strategy.
• Define, track, and communicate customer success metrics—NRR, adoption, operational gains, and patient outcomes.
• Build and codify best practices for onboarding, training, workflow integration, and change management.
• Own expansion sales within your regional portfolio through upsell and cross-sell opportunities.

Skills

Executive leadership

Customer success

Healthcare operations

Cross-functional leadership

Relationship management

Strategic communication

Enterprise program management

Education

Bachelor's degree from an accredited university

Tools

CRM software

Job description

Role Mission

As VP of Customer Success for Providers at Hippocratic AI, you will own a regional portfolio of health system partnerships while leading a high-performing team of Directors and senior Customer Success Executives. You'll drive net revenue retention and expansion across your region by building deep relationships with health system executives, implementing breakthrough AI into clinical workflows, and establishing the playbooks that scale customer success across diverse provider organizations. This role exists because health systems are deploying AI at scale, and they need a dedicated executive leader who understands clinical operations, can navigate complex provider organizations, and delivers measurable impact on patient outcomes and operational efficiency.

What You Will Accomplish

Own your first major outcome: By day 90, you will have completed a diagnostic of your regional health system portfolio and success metrics, established your CS team's operating framework and KPIs, recruited and onboarded your first Directors and senior CSEs, and shipped measurable improvements in customer retention or satisfaction across your most strategic accounts.

Drive lasting impact: At 12 months, you will have scaled your provider CS team from concept to fully functional, high-performing organization managing multi-account regional portfolio, established replicable playbooks for provider onboarding and clinical workflow integration, grown net revenue retention across your regional book of business to 110%+, positioned health system customers as visible advocates for Hippocratic AI in the industry, and proven out the regional provider CS model that can scale across the organization.

The Team

You'll lead a dedicated provider customer success organization—a team of Customer Success Executives and Implementation Managers managing relationships with major health systems across your region. You'll partner closely with Product, Engineering, Clinical, and Sales teams to ensure provider needs drive organizational priorities. You'll work embedded with major health system clients while building the infrastructure that scales CS capability across Hippocratic AI.

What You’ll Do

• Serve as 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

• Lead enterprise implementations of Hippocratic AI solutions, ensuring alignment with health system operational priorities, clinical workflows, and care delivery models—managing timelines and ensuring successful go-live

• Collaborate cross-functionally with Product, Engineering, and Sales to channel health system feedback into product evolution, clinical feature development, and go-to-market strategy

• Define, track, and communicate customer success metrics—net revenue retention (NRR), clinical adoption rates, operational efficiency gains, and patient outcome improvements as primary indicators of portfolio health and drive quarterly business reviews with executive accountability

• Build and codify best practices for onboarding, clinical training, workflow integration, and change management, establishing the foundation for a repeatable, scalable provider CS model

• Own expansion sales within your regional portfolio through identification and strategic influence on upsell and cross-sell opportunities across health system departments and use cases

Location Requirement

This role is available in one of four major regional markets: Orange County, California; Tampa Bay, Florida; Columbus, Ohio; or Philadelphia, Pennsylvania. The selected candidate will be expected to be on-site at health system client locations regularly (frequency determined by portfolio composition, typically 3-5 days per week). Periodic travel to Hippocratic AI headquarters (Menlo Park, California) is expected for strategic planning, team alignment, and organizational collaboration. Candidates must be able to satisfy client-specific credentialing requirements, including background screening and proof of required vaccinations or immunizations, as mandated by healthcare facilities.

Compensation

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

Required Qualifications

• 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 systems players, competitive landscape, and industry trends in your target region

• Existing relationships with senior leaders at major health systems in your target region

Why Join Hippocratic AI

Reinvent healthcare with AI that puts safety first. We’re building the world’s first healthcare‑only, safety‑focused LLM — a breakthrough platform designed to transform patient outcomes at a global scale. This is category creation.

Work with the people shaping the future. Hippocratic AI was co‑founded by CEO Munjal Shah and a team of physicians, hospital leaders, AI pioneers, and researchers from institutions like El Camino Health, Johns Hopkins, Washington University in St. Louis, Stanford, Google, Meta, Microsoft, and NVIDIA.

Backed by the world’s leading healthcare and AI investors. We recently raised a $126M Series C at a $3.5B valuation, led by Avenir Growth, bringing total funding to $404M with participation from CapitalG, General Catalyst, a16z, Kleiner Perkins, Premji Invest, UHS, Cincinnati Children’s, WellSpan Health, John Doerr, Rick Klausner, and others.

Build alongside the best in healthcare and AI. Join experts who’ve spent their careers improving care, advancing science, and building world‑changing technologies — ensuring our platform is powerful, trusted, and truly transformative.

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. We are committed to building a team that reflects the patients we serve. We actively encourage applications from candidates of all backgrounds. If you require accommodations during the hiring process, please contact [e-mail].

Please be aware of recruitment scams impersonating Hippocratic AI. All recruiting communication will come from @hippocraticai.com email addresses. We will never request payment or sensitive personal information during the hiring process.