VP, Customer Success (Duarte, CA)

About the role

Hippocratic AI is seeking a VP of Customer Success to own a regional portfolio of health system partnerships, lead a high-performing team of Directors and senior Customer Success Executives, and drive net revenue retention and expansion growth across the region.

This is a revenue-bearing leadership role that combines executive-level client strategy with team development and measurable long-term impact delivery. You will be responsible for setting strategy, driving team deliverables, and holding enterprise client relationships across multi-account portfolios.

You build the playbooks and processes that your team executes. This role is ideal for a healthcare leader with a commercial edge who thrives in high-growth startup environments and knows how to scale both a customer base and a team.

What You’ll Do

• Own a regional portfolio - lead, coach, and develop a team of Directors and/or senior Customer Success Executives, fostering a culture of accountability, collaboration, and continuous improvement
• Serve as the 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 organizations
• Lead enterprise implementations of Hippocratic AI solutions, ensuring alignment with client operational priorities and clinical workflows
• Collaborate cross-functionally with Product, Engineering, and Sales to incorporate customer feedback and insights into product evolution and go-to-market strategy
• Define, track and communicate client success metrics - including net revenue retention (NRR) - as a primary indicators of customer health. Guide change management strategies and influence adoption across complex health system environments
• Build and codify best practices for onboarding, training, and workflow integration, setting the foundation for a repeatable, scalable CS model
• Own expansion sales within the regional portfolio through identification and directional influence on upsell and cross-sell opportunities
• Represent Hippocratic AI at conferences, webinars, and industry forums positioning the company as a trusted partner in healthcare AI innovation
• Support regional hiring strategy, mentor team, and contribute to building a scalable and robust CS org

Must-Have

• Bachelor’s degree from an accredited university
• 10–15 years of experience in healthcare, including 7+ years in customer-facing leadership roles working with or within health systems
• Proven ability to manage Directors and senior CS team members (manager of 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)
• Experience leading cross-functional initiatives in a startup or high-growth technology environment
• Strong executive presence and communication skills, with proven ability to engage board-level sponsors and C-suite executives in enterprise organizations
• Demonstrated success in implementation excellence, change leadership, and delivering measurable results in healthcare innovation
• Experience building or shaping customer success playbooks, team structures, and scalable infrastructure/ processes - not just executing them
• Ability to satisfy client-specific credentialing requirements, including drug screening and proof of required vaccinations or immunizations, as mandated by the healthcare facilities where you will be deployed

Nice-to-Have

• Experience with AI, digital health, or clinical decision support tools
• Background in consulting, health tech, or clinical operations transformation
• Prior exposure to regulatory, compliance, or data governance considerations in healthcare
• Experience with pricing, packaging, or go-to-market strategy in a healthcare SaaS or health tech environment