Vice President, Customer Success (Columbus, OH)

Hippocratic AI•Columbus, OH

5d•Onsite

About The Position

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.

Requirements

Bachelor's degree from an accredited university
10–15 years of professional experience in healthcare, with 7+ years in customer-facing leadership roles working with or within health systems, health networks, or provider-focused organizations
Proven ability to lead and develop teams (manager of managers), successfully managing Directors and senior Customer Success Executives and driving impact across large, matrixed provider organizations
Deep knowledge of health system operations, clinical workflows, care delivery models, and operational processes—including expertise in areas such as nursing, clinical operations, revenue cycle, or care management
Demonstrated experience working effectively with health system stakeholders across clinical (CNO, CMIO, physician leadership), operational (COO, VP Operations), and IT/technical leadership—translating clinical and operational needs into customer success strategy
Proven track record leading cross-functional initiatives in startup or high-growth technology environments, with measurable impact on delivery and revenue goals
Strong executive presence and communication skills, with demonstrated ability to engage board-level sponsors and C-suite executives in large, complex health system organizations
Demonstrated success in implementation excellence, change leadership, and driving measurable results in healthcare innovation and operational transformation
Experience building or shaping customer success playbooks, team structures, and scalable infrastructure/processes—not just executing them; ability to codify and scale what works

Nice To Haves

Experience with AI, digital health, or clinical decision support tools in healthcare environments
Background in healthcare consulting, health-tech, or clinical operations transformation (Accenture, Deloitte, McKinsey, Guidehouse, etc.)
Prior exposure to regulatory, compliance, or data governance in healthcare (HIPAA, CMS, state regulations, quality reporting)
Experience with pricing, packaging, or go-to-market strategy in healthcare SaaS or health tech
Track record scaling customer success organizations or launching new regional CS models
Healthcare sector knowledge, including familiarity with major health system players, competitive landscape, and industry trends in your target region
Existing relationships with senior leaders at major health systems in your target region

Responsibilities

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