VP, Customer Success (Orange, CA)

Hippocratic AI•Seattle, WA

2d•Onsite

About The Position

As the Vice President of Customer Success (Payor) at Hippocratic AI, you will be responsible for building and leading high-performing teams that drive customer satisfaction, retention, and expansion across our payor clients. You will design and establish the systems and processes for recruiting, onboarding, enablement, and operational performance tailored to the unique needs of payer organizations. You will ensure our payer customers achieve maximum value from our AI-powered solutions while building deep, trusted relationships with key stakeholders across health plans, managed care organizations, and related entities.

Requirements

A bachelor’s degree from an accredited university is required.
10-15 years of experience in customer success, account management, or related roles within the payer/health plan industry, with 7+ years in customer-facing leadership positions.
Proven track record of driving customer success in B2B SaaS or healthcare technology companies serving payer organizations.
Deep understanding of the payer/health plan industry, including managed care operations, utilization management, care management, claims processing, network management, and regulatory frameworks (CMS, NCQA, state DOI).
Experience working with health plan stakeholders across medical management, population health, quality, IT, and C-suite leadership.
Exceptional interpersonal and communication skills, with the ability to influence and inspire cross-functional teams and customers.
Data-driven mindset with experience leveraging payer-specific metrics and analytics (e.g., HEDIS/STARS, MLR, per-member-per-month cost trends) to inform decision-making.
Experience scaling customer success teams and processes in a high-growth startup environment.
Startup experience with demonstrated ability to hit KPIs in a revenue-driven role.
Deep understanding of workflows within health plans and managed care organizations, and the ability to align AI solutions to payer operational processes.
Ability to satisfy client-specific credentialing requirements, including drug screening and proof of required vaccinations or immunizations, as mandated by the healthcare facilities where you will be deployed.

Nice To Haves

MBA, MHA, or advanced degree.
Experience in thought leadership, including speaking at payer industry events (e.g., AHIP, RISE, AMCP) and forums.
Familiarity with AI-based solutions and their application in payer operations, including prior authorization automation, member outreach, and clinical decision support.
Experience with value-based care models and payer-provider collaboration initiatives.
Existing relationships with senior leaders at major national and regional health plans.

Responsibilities

Partner closely with the Talent Acquisition team to recruit, onboard, mentor, and lead a world-class payer-focused customer success team, including customer success executives, customer success leaders, technical support specialists, and implementation experts, supported by systems and processes that enable the team to scale rapidly with excellence.
Develop and execute a comprehensive payer customer success strategy aligned with Hippocratic AI’s mission, business objectives, and the evolving landscape of health plan operations, value-based care, and payer-provider collaboration.
Establish and nurture trusted relationships with health plans, managed care organizations, pharmacy benefit managers (PBMs), and other payer entities, ensuring they achieve their desired outcomes with Hippocratic AI’s solutions.
Drive customer retention and identify opportunities for upselling and cross-selling across payer use cases—including utilization management, member engagement, care management, and prior authorization—ensuring a strong net retention rate.
Serve as the voice of the payer customer within the organization, working cross-functionally with product, engineering, clinical, and sales teams to align priorities and enhance the customer experience for health plan stakeholders.
Implement and refine customer success metrics, tools, and processes tailored to payer KPIs such as HEDIS/STARS performance, medical loss ratio (MLR) impact, member satisfaction, and operational efficiency gains.
Act as an escalation point for payer customer issues, ensuring timely and effective resolution while navigating complex payer organizational structures and compliance requirements.
Understand and navigate the complexities of the payer ecosystem, including regulatory requirements (CMS, state DOI), delegated arrangements, network management, and claims/benefits administration workflows to position Hippocratic AI as a strategic partner.