Vice President, Customer Success (Columbus, OH) at Hippocratic AI

Job description

Role Mission As Vice President of Customer Success 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 is an onsite role based in Columbus, Ohio area, with five days per week at the client site and occasional travel to Hippocratic AI headquarters (Menlo Park, CA) for strategic planning and team sessions. 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 accredi