VP of Customer Success - Providers (South East United States)

Hippocratic AI is the leading generative AI company in healthcare. We have the only system that can have safe, autonomous, clinical conversations with patients. We have trained our own LLMs as part of our Polaris constellation, resulting in a system with over 99.9% accuracy.

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.

As the Vice President of Customer Success at Hippocratic AI, you will be responsible for building and then leading high-performing teams that drive customer satisfaction, retention, and expansion. You will design and establish the systems and processes for recruiting, onboarding, enablement, and operational performance. You will ensure our customers achieve maximum value from our solutions while building deep, trusted relationships with key stakeholders. This role will report directly to our Chief Customer Officer and play a critical part in shaping the overall customer experience strategy as we scale.

• Team Building: Partner closely with the Talent Acquisition team to recruit, onboard, mentor, and lead a world-class customer success team, including customer success executives, customer success leaders, technical support specialists, and implementation experts with supporting systems and processes that enable the Customer Success team to scale rapidly with excellence.

• Leadership & Strategy: Develop and execute a comprehensive customer success strategy aligned with Hippocratic AI’s mission and business objectives.

• Customer Relationships: Establish and nurture trusted relationships with healthcare organizations, ensuring they achieve their desired outcomes with Hippocratic AI’s solutions.

• Retention & Growth: Drive customer retention and identify opportunities for upselling and cross-selling, ensuring a strong net retention rate.

• Customer Advocacy: Serve as the voice of the customer within the organization, working cross-functionally with product, engineering, and sales teams to align priorities and enhance the customer experience.

• Operational Excellence: Implement and refine customer success metrics, tools, and processes to measure performance and improve efficiency.

• Problem Resolution: Act as an escalation point for customer issues, ensuring timely and effective resolution.

Must-Have:

• A bachelor’s degree from an accredited university is required.

• 10+ years of experience in customer success, account management, or related roles, with 5+ years in leadership positions.

• Proven track record of driving customer success in B2B SaaS or healthcare technology companies.

• Strong understanding of the healthcare industry, including healthcare systems, regulations, and challenges.

• Exceptional interpersonal and communication skills, with the ability to influence and inspire cross-functional teams and customers.

• Data-driven mindset with experience leveraging metrics and analytics to inform decision-making.

• Experience scaling customer success teams and processes in a high-growth startup environment.

• Startup experience with demonstrated ability to hit KPIs in a revenue-driven role.

• Deep understanding of workflows within health systems and the ability to align solutions to customer processes.

Nice-to-Have:

• MBA or advanced degree.

• Experience in thought leadership, including speaking at industry events and forums.

• Familiarity with AI-based solutions and their application in healthcare.

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.