VP of Customer Success
About The Position
As the Vice President of Customer Success at Hippocratic AI, you will be responsible for building and then leading high-performing teams that drive customer satisfaction, retention, and expansion. You will design and establish the systems and processes for recruiting, onboarding, enablement, and operational performance. You will ensure our customers achieve maximum value from our solutions while building deep, trusted relationships with key stakeholders. This role will report directly to our Chief Customer Officer and play a critical part in shaping the overall customer experience strategy as we scale.
Requirements
- A bachelor's degree from an accredited university is required.
- 10+ years of experience in customer success, account management, or related roles, with 5+ years in leadership positions.
- Proven track record of driving customer success in B2B SaaS or healthcare technology companies.
- Strong understanding of the healthcare industry, including healthcare systems, regulations, and challenges.
- Exceptional interpersonal and communication skills, with the ability to influence and inspire cross-functional teams and customers.
- Data-driven mindset with experience leveraging metrics and analytics 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 systems and the ability to align solutions to customer processes.
Nice To Haves
- MBA or advanced degree.
- Experience in thought leadership, including speaking at industry events and forums.
- Familiarity with AI-based solutions and their application in healthcare.
Responsibilities
- Team Building: Partner closely with the Talent Acquisition team to recruit, onboard, mentor, and lead a world-class customer success team, including customer success executives, customer success leaders, technical support specialists, and implementation experts with supporting systems and processes that enable the Customer Success team to scale rapidly with excellence.
- Leadership & Strategy: Develop and execute a comprehensive customer success strategy aligned with Hippocratic AI's mission and business objectives.
- Customer Relationships: Establish and nurture trusted relationships with healthcare organizations, ensuring they achieve their desired outcomes with Hippocratic AI's solutions.
- Retention & Growth: Drive customer retention and identify opportunities for upselling and cross-selling, ensuring a strong net retention rate.
- Customer Advocacy: Serve as the voice of the customer within the organization, working cross-functionally with product, engineering, and sales teams to align priorities and enhance the customer experience.
- Operational Excellence: Implement and refine customer success metrics, tools, and processes to measure performance and improve efficiency.
- Problem Resolution: Act as an escalation point for customer issues, ensuring timely and effective resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
101-250 employees
