Vice President, Customer Success (Life Sciences) at Hippocratic AI in Menlo Park, CA

Job description

Role Mission As VP of Customer Success at Hippocratic AI, you will own one of our largest, most strategic life sciences customers end-to-end while building and scaling a high-performing pod of Customer Success Executives and Forward Deployed Engineers. You'll serve as the executive champion for this flagship account, driving expansion and retention while pioneering the playbooks and processes that define how we deliver breakthrough AI into life sciences organizations. This role exists because our most important customers deserve a dedicated executive partner who combines deep life sciences expertise, commercial acumen, and the ability to lead technical delivery teams—someone who can translate customer success into sustainable revenue growth and category leadership. What You Will Accomplish Own your first major outcome: By day 90, you will have completed a deep diagnostic of the customer's organization and priorities, established your pod's operating cadence and accountability framework, secured alignment with your customer's executive sponsors on key success metrics and milestones, and shipped your first measurable improvement in customer adoption or expansion. Drive lasting impact: At 12 months, you will have grown net revenue retention on this account by 25%+ through expansion and retention, built a replicable CS + FDE pod model that becomes the template for scaling customer success across Hippocratic AI, positioned the customer as a visible champion of our platform in the life sciences industry, and demonstrated how strategic account leadership compounds customer lifetime value. The Team You'll lead a dedicated pod of Customer Success Executives and Forward Deployed Engineers—your direct team that works embedded with the customer. You'll partner closely with our Product, Engineering, Sales, and Clinical teams, translating customer insights into product roadmap priorities and go-to-market strategy. This is a leadership role that combines hands-on account ownership with team building and organizational influence. Location Requirement We believe the best ideas happen together. This role is based in our Menlo Park, California office, expected to be in office five days a week. What You Bring Must-Have: • Bachelor’s degree from an accredited university. • 10–15 years of experience in life sciences (pharmaceutical, biotech, medical device, or CRO), including 7+ years in customer-facing leadership roles working with or within life sciences organizations. • Proven ability to own a large, strategic enterprise account and lead a cross-functional team of customer success and technical/engineering staff. • Deep knowledge of life sciences workflows and operating models across areas such as commercial, medical affairs, clinical operations, or R&D. • Experience leading cross-functional initiatives in a startup or high-growth technology environment. • Strong executive presence and communication skills, with proven ability to engage C-suite executives and senior stakeholders in large enterprise organizations. • Demonstrated success in implementation excellence, change leadership, and delivering measurable results. • Track record of hitting or exceeding delivery and revenue goals in a CS organization. • Experience building or shaping customer success playbooks, team structures, and scalable processes — not just executing them. • Technical fluency sufficient to lead and direct Forward Deployed Engineers and engage credibly with customer technical teams. Nice-to-Have: • Experience with AI, digital health, or clinical/scientific decision support tools. • Background in consulting, health tech, or life sciences operations transformation. • Prior exposure to regulatory, compliance, or data governance considerations in life sciences (e.g., GxP, HIPAA, 21 CFR Part 11). • Experience with pricing, packaging, or go-to-market strategy in a life sciences or healthcare SaaS environment. Why Join Hippocratic AI Reinvent healthcare with AI that puts safety f