Vice President, Customer Success (Columbus, OH)

Hippocratic AI•Columbus, OH

21h•Onsite

About The Position

As Vice President of Customer Success at Hippocratic AI, you will own a regional portfolio of health system partnerships and lead a high-performing team of Directors and senior Customer Success Executives. You will drive net revenue retention and expansion by building relationships with health system executives, implementing AI in clinical workflows, and developing scalable customer success playbooks for provider organizations. The role is intended to help health systems deploy AI at scale while delivering measurable improvements in patient outcomes and operational efficiency. You will lead a provider customer success organization comprising Customer Success Executives and Implementation Managers, and partner closely with Product, Engineering, Clinical, and Sales teams. The role combines executive-level client engagement and enterprise implementation leadership with building the infrastructure, team, metrics, and practices needed to scale provider customer success. The stated 12-month outcomes include growing regional net revenue retention to 110% or higher, establishing repeatable onboarding and clinical workflow integration playbooks, and demonstrating a scalable regional provider customer success model. This is an onsite position in the Columbus, Ohio area, with five days per week at the client site and occasional travel to Hippocratic AI's headquarters in Menlo Park, California, for strategic planning and team sessions. Compensation depends on experience, expertise, level of responsibility, and location. The company states that it offers competitive compensation packages, equity, health insurance, and other benefits.

Requirements

Bachelor's degree from an accredited university.
10–15 years of professional experience in healthcare, including 7 or more years in customer-facing leadership roles working with or within health systems, health networks, or provider-focused organizations.
Experience leading and developing teams as a manager of managers, including 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, with expertise in areas such as nursing, clinical operations, revenue cycle, or care management.
Experience working effectively with clinical, operational, and IT/technical health system stakeholders and translating their 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, including the ability to engage board-level sponsors and C-suite executives at large, complex health systems.
Demonstrated success in implementation excellence, change leadership, and delivering measurable results in healthcare innovation and operational transformation.
Experience building or shaping customer success playbooks, team structures, and scalable infrastructure or processes, rather than only executing existing practices.
Ability to work onsite at client sites in the Columbus, Ohio area five days per week and travel occasionally to Menlo Park, California.

Nice To Haves

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

Responsibilities

Own a regional portfolio of health system partnerships and lead the provider customer success team, including Directors, senior Customer Success Executives, and Implementation Managers.
Serve as executive point of contact for major health system clients and build trusted relationships with board-level sponsors, CNOs, CMIOs, COOs, and other senior stakeholders.
Lead enterprise implementations, aligning solutions with health system operational priorities, clinical workflows, and care delivery models; manage timelines and successful go-live.
Collaborate 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 portfolio success metrics, including net revenue retention, clinical adoption, operational efficiency gains, and patient outcome improvements.
Lead quarterly business reviews with executive accountability.
Build and codify best practices for onboarding, clinical training, workflow integration, and change management to establish a scalable provider customer success model.
Own expansion sales within the regional portfolio by identifying and strategically influencing upsell and cross-sell opportunities across departments and use cases.
Diagnose the regional portfolio and success metrics, establish team operating frameworks and KPIs, recruit and onboard Directors and senior CSEs, and improve customer retention or satisfaction.
Scale the provider customer success team and position health system customers as advocates for Hippocratic AI.