Hybrid Customer Success Executive

at Hippocratic AI

• Job title: Customer Success Executive
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Cleveland, United States

About the role

• Customer Success Executive implementing AI healthcare solutions onsite at health systems. Building relationships and ensuring adoption while managing client success metrics.

Responsibilities

• Serve as a forward-deployed implementation and customer success lead, spending multiple days per week onsite at assigned client locations.
• Own post-sale delivery: workflow discovery, solution configuration, rollout, and adoption across nursing and clinical operations.
• Build and maintain strong relationships with healthcare staff, operational leaders, executives, and IT teams, acting as a trusted advisor and execution partner.
• Lead product implementations, focusing on aligning solutions with nursing workflows and operational processes.
• Train nursing teams and other healthcare staff on the effective use of Hippocratic AI solutions, ensuring ongoing adoption and measurable, sustained success.
• Identify opportunities to improve workflows and patient care outcomes using AI tools, particularly in bedside care and broader healthcare operations.
• Manage day-to-day client relationships, ensuring seamless communication and addressing operational concerns.
• Collaborate with internal teams such as product, sales, and engineering to relay client feedback, influence roadmap priorities, and improve user experiences.
• Establish and track metrics to measure success, including patient care outcomes, team adoption rates, and operational efficiencies—present results to client and internal stakeholders.
• Travel extensively to healthcare facilities for onsite support and training, and participate in strategic in-office sessions in Palo Alto.
• Collaborate with client leadership teams to share best practices from AI implementation, including presenting at conferences/webinars on the impact of AI in Nursing and Health System Operations.

Requirements

• 5+ years of health systems experience, including customer success, account management, or project management.
• Experience leading complex, onsite implementations in clinical or operational healthcare environments.
• Exceptional relationship-building skills across an organization, from front-line staff to executives.
• Strong understanding of the healthcare industry, specifically clinical workflows and healthcare regulatory requirements.
• Experience working with cross-functional teams in a fast-paced startup environment.
• Strong project management skills with the ability to manage multiple workstreams onsite.
• Comfortable operating autonomously in a client-embedded role.
• 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.

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development