Senior Customer Success Manager supporting Global Accounts in managing strategic relationships. Focus on client satisfaction and growing business within the advertising industry's verification space.
About the role
- VP of Customer Success at Hippocratic AI responsible for customer satisfaction and retention across payer clients. Building teams, establishing strategies, and resolving customer issues.
Responsibilities
- Team Building: Partner closely with the Talent Acquisition team to recruit, onboard, mentor, and lead a world-class payer-focused customer success team.
- Leadership & Strategy: Develop and execute a comprehensive payer customer success strategy aligned with Hippocratic AI’s mission and business objectives.
- Payer Relationships: Establish and nurture trusted relationships with health plans, managed care organizations, and pharmacy benefit managers (PBMs).
- Retention & Growth: Drive customer retention and identify opportunities for upselling and cross-selling across payer use cases.
- Customer Advocacy: Serve as the voice of the payer customer within the organization, working cross-functionally with product, engineering, clinical, and sales teams.
- Operational Excellence: Implement and refine customer success metrics, tools, and processes tailored to payer KPIs.
- Problem Resolution: Act as an escalation point for payer customer issues, ensuring timely and effective resolution.
- Payer Ecosystem Navigation: Understand and navigate the complexities of the payer ecosystem.
Requirements
- A bachelor’s degree from an accredited university is required.
- 10+ years of experience in customer success, account management, or related roles within the payer/health plan industry, with 5+ years in 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.
Benefits
- Periodic travel to Hippocratic AI offices for strategic planning and team sessions
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