Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- VP of Customer Success leading healthcare partnerships and a team at Hippocratic AI. Responsible for solution deployment, workflow adoption, and measurable long-term impact delivery.
Responsibilities
- Lead, coach, and develop a team of Customer Success Executives, fostering a culture of accountability, collaboration, and continuous improvement
- Serve as the executive point of contact for major health system clients, building trusted relationships with CNOs, CMIOs, COOs, and other senior stakeholders
- Lead enterprise implementations of Hippocratic AI solutions, ensuring alignment with client operational priorities and clinical workflows
- Collaborate cross-functionally with Product, Engineering, and Sales to incorporate customer feedback and insights into product evolution and go-to-market strategy
- In alignment with health system leadership, define, track and communicate client success metrics that measure clinical, operational, and financial impact
- Guide change management strategies and influence adoption across complex health system environments
- Codify best practices for onboarding, training, and workflow integration, setting the foundation for a repeatable, scalable CS model
- Represent Hippocratic AI at conferences, webinars, and industry forums positioning the company as a trusted partner in healthcare AI innovation
- Support future team growth by mentoring junior team members and contributing to hiring and onboarding new Customer Success Executives
Requirements
- 8–12+ years of experience in healthcare, including 5+ years in customer-facing leadership roles working with or within health systems
- Proven ability to lead and develop teams managing enterprise accounts and drive impact across large, matrixed provider organizations
- Deep knowledge of clinical workflows, operational processes, and care delivery models (especially nursing or revenue cycle)
- Experience leading cross-functional initiatives in a startup or high-growth technology environment
- Strong executive presence and communication skills, with comfort presenting to and influencing clinical and operational leadership
- Demonstrated success in implementation excellence, change leadership, and delivering measurable results in healthcare innovation
- 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
- Candidates must be based in the Southeast region and able to travel up to 60% to client sites.
- Periodic travel to Hippocratic AI offices (e.g., Palo Alto) for strategic planning and team sessions.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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