Customer Success Executive

Hippocratic AI

10d•Remote

About The Position

Hippocratic AI is seeking a Customer Success Executive to own the post-sale journey for assigned health systems in the Central Region (Midwest and portions of the South/Southeast), from discovery through scaled adoption. The role is an embedded, hands-on partnership with health systems, focused on implementation speed, measurable clinical and operational outcomes, and lasting customer relationships. The position is remote with regular regional travel, including onsite customer work for 20–40% of the time. The executive will assess clinical and operational workflows, guide implementation and adoption, develop customized ROI and success metrics, and present results to client executives. They will build trusted relationships with health system leaders, coordinate rollout activities and training, resolve implementation challenges, identify expansion opportunities, and bring customer insights to Product and Engineering to influence the roadmap. The role reports to the VP of Customer Success.

Requirements

Bachelor's degree from an accredited university.
At least 5 years of experience in health systems in customer success, account management, project management, or implementation roles.
Proven experience leading complex implementations in clinical or operational environments, including managing multiple stakeholders, scope, transitions, and outcomes.
Executive presence and strong communication skills, including the ability to influence C-suite decision-makers, present data, and build trust across organizational hierarchies.
Deep understanding of healthcare workflows, clinical operations, and regulatory constraints.
Strong project management skills, including scoping, timeline management, coordination of multiple workstreams, and identification and removal of blockers.
Technical fluency with system architecture, integrations, and data requirements, and the ability to translate between business and technical teams; coding is not required.
Ability to work autonomously in a client-embedded role with minimal daily supervision.
Willingness to travel 20–40% of the time, including multi-day and occasional overnight trips.
Ability to meet client credentialing requirements, which may include background checks, drug screening, and proof of vaccinations or immunizations.

Nice To Haves

Experience in healthcare consulting, transformation initiatives, or system-wide digital health rollouts.
Background in healthcare technology sales engineering or post-sales technical roles.
Experience deploying AI, enterprise SaaS, or complex digital health solutions at scale.
Familiarity with healthcare compliance standards, including HIPAA and clinical workflow requirements.
Experience presenting outcomes, case studies, or best practices at industry conferences or executive forums.
Experience with ROI modeling, outcome measurement, and value-based care frameworks.

Responsibilities

Lead discovery and workflow assessments with nursing, IT, operations, and other health system stakeholders before implementation.
Manage implementation and operationalization from pilot through scaled adoption, including timelines, scope, training, coordination, and blocker removal.
Manage assigned health system accounts and build trusted relationships with executive and operational stakeholders.
Develop customized success metrics and ROI frameworks, tracking adoption, patient interaction volume, nurse time savings, care quality, and operational efficiency.
Present quarterly outcomes and results to client C-suite leaders.
Identify product gaps and advocate for roadmap changes based on customer needs.
Train stakeholders and support adoption and change management.
Collaborate cross-functionally to solve technical and operational problems.
Map and present expansion opportunities, and support extensions into new clinical areas.
Travel to assigned client sites for implementations, milestones, and client needs.