Customer Success Executive at Hippocratic AI

Job description

The Opportunity The healthcare industry is embracing AI and looking to transform. The limiting factors: implementation speed and clear ROI definition. You change that. At Hippocratic AI, we're the only generative AI platform built for safe, autonomous clinical conversations with patients. Our systems achieve 99.9%+ accuracy and are trusted by leading health systems nationwide. But our technology is only as good as the implementations behind it. We need a Customer Success Executive who is as comfortable in a CMO's boardroom presenting 6-month outcomes as you are in a nursing unit discovering workflows. You'll own the entire post-sale journey for assigned health systems across the Central Region (Midwest + portions of South/Southeast)—from discovery through scaled adoption—becoming the operational heartbeat of our most strategic relationships. This is hands-on, embedded partnership work. You'll spend 20-40% of your time onsite with our customers. You'll address problems and deliver solutions. You'll drive measurable clinical and operational outcomes. You'll influence product roadmap decisions. And you'll do it in a $3.5B company backed by healthcare's best investors. What Success Looks Like in Year One • Discovery & Scoping : You've led deep-dive workflow assessments with nursing leadership, IT, and operations teams. You understand exactly where Hippocratic AI creates value in their environment before implementation begins. • ROI Framework : You've built a customized success metrics dashboard with each client—tracking adoption rates, patient interaction volume, nurse time savings, care quality improvements, and operational efficiency gains. You present quarterly results to their C-suite. • Executive Relationships : You're on a first-name basis with 3-4 executives at each assigned health system (CMO, COO, Nursing VP, IT Director). They call you when they need things done. You're the trusted operational partner they lean on. • Technical Influence : You've identified 2-3 product gaps and successfully advocated for roadmap changes that benefit your accounts and the broader customer base. Engineering and Product respect your insights. • Implementation Momentum : You've led 2-3 full rollouts (pilot through scaled adoption) across units, managing timelines, coordinating training, removing blockers, and hitting adoption targets. Your teams are seeing real results—faster, measurable impact. • Strategic Expansion : You've mapped expansion opportunities and presented them to client leadership. You've grown wallet share or extended deployments into new clinical areas. Your Core Responsibilities • Implementation & Operationalization • Account & Relationship Management • ROI & Success Metrics • Technical Implementation & Problem-Solving • Training, Adoption & Change Management • Cross-Functional Collaboration What You Bring Must-Have • Bachelor's degree from an accredited university. • 5+ years in health systems in customer success, account management, project management, or implementation roles. You understand how health systems work and how change happens inside them. • Proven track record leading complex implementations in clinical or operational environments. You've navigated multi-stakeholder environments, managed scope, handled difficult transitions, and delivered results. • Executive presence and communication skills . You can influence C-suite decision-makers, present data compellingly, and build trust across organizational hierarchies. • Deep understanding of healthcare workflows, clinical operations, and regulatory constraints. You don't need a clinical license, but you understand clinical work and respect it. • Project management excellence : scoping work, managing timelines, coordinating multiple work streams, and identifying/removing blockers. You're organized, proactive, and detail-oriented. • Technical fluency (not coding required). You understand system architecture, integrations, data requirements, and can translate between b