VP, Payer Success & Growth

Hippocratic AI Inc.; United States; Remote; USD 250,000 - 400,000; Full time

Job summary

Hippocratic AI Inc. seeks a visionary VP of Customer Success for Payors to lead a dedicated team focused on health plans and managed care organizations.

You will design scalable playbooks, recruit and onboard CS leaders, and deliver measurable improvements in retention and satisfaction for strategic payer accounts. In this field-facing role with 25–40% travel, you will partner with Product, Engineering, Clinical, and Sales to align payer needs with our AI platform, establish KPIs, and drive

Qualifications

• Bachelor's degree from an accredited university.
• 10–15 years of professional experience in customer success 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—translating between clinical, operational, and executive perspectives.
• 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) to inform strategy and decision-making.
• 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.

Responsibilities

• 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 - creating systems and processes that enable rapid scaling with excellence.
• Develop and execute a comprehensive payer customer success strategy aligned with Hippocratic AI's mission and business objectives, tailored to the unique operating models, regulatory environment, and success metrics of health plans and managed care organizations.
• Establish and nurture trusted relationships with health plans, managed care organizations, PBMs, and other payer entities at executive and operational levels - positioning Hippocratic AI as a strategic partner in their value-based care and operational transformation initiatives.
• Drive customer retention and expansion across payer use cases (utilization management, member engagement, care management, prior authorization)-identifying upsell and cross-sell opportunities while maintaining strong net revenue retention (NRR).
• Serve as the voice of the payer customer within the organization, working cross-functionally with Product, Engineering, and Clinical teams to channel payer feedback into product evolution and go-to-market strategy.
• Implement and refine customer success metrics and processes tailored to payer KPIs - HEDIS/STARS performance, medical loss ratio (MLR) impact, member satisfaction, per-member-per-month cost trends, and operational efficiency gains.
• Act as escalation point for complex payer customer issues, ensuring timely and effective resolution while navigating payer organizational structures and compliance requirements.
• Navigate payer ecosystem complexities - regulatory requirements (CMS, NCQA, state Department of Insurance), delegated arrangements, network management, and claims/benefits administration workflows - positioning our solutions as aligned with payer strategic priorities.

Skills

Leadership

Customer Success

Stakeholder Communication

Data-driven

Analytics

Team Scaling

Healthcare IT

Payer Knowledge

Education

Bachelor's degree

MBA or related

Job description

Hippocratic AI Inc. seeks a visionary VP of Customer Success for Payors to lead a dedicated team focused on health plans and managed care organizations.

You will design scalable playbooks, recruit and onboard CS leaders, and deliver measurable improvements in retention and satisfaction for strategic payer accounts. In this field-facing role with 25–40% travel, you will partner with Product, Engineering, Clinical, and Sales to align payer needs with our AI platform, establish KPIs, and drive