VP, Customer Success (Duarte, CA)

About the Role Hippocratic AI is seeking a VP of Customer Success to own a regional portfolio of health system partnerships, lead a high-performing team of Directors and senior Customer Success Executives, and drive net revenue retention and expansion growth across the region. This is a revenue-bearing leadership role that combines executive-level client strategy with team development and measurable long-term impact delivery. You will be responsible for setting strategy, driving team deliverables, and holding enterprise client relationships across multi-account portfolios. You build the playbooks and processes that your team executes. This role is ideal for a healthcare leader with a commercial edge who thrives in high-growth startup environments and knows how to scale both a customer base and a team. What You’ll Do Own a regional portfolio - lead, coach, and develop a team of Directors and/or senior 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 board-level sponsors, CNOs, CMIOs, COOs, and other senior stakeholders across multi-entity organizations. 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 Define, track and communicate client success metrics - including net revenue retention (NRR) - as a primary indicators of customer health. Guide change management strategies and influence adoption across complex health system environments Build and codify best practices for onboarding, training, and workflow integration, setting the foundation for a repeatable, scalable CS model Own expansion sales within the regional portfolio through identification and directional influence on upsell and cross-sell opportunities. Represent Hippocratic AI at conferences, webinars, and industry forums positioning the company as a trusted partner in healthcare AI innovation Support regional hiring strategy, mentor team, and contribute to building a scalable and robust CS org. This is an onsite role based in Duarte, CA with five days per week at the client site and occasional travel to Hippocratic AI headquarters (Palo Alto, CA) for strategic planning and team sessions. What You Bring Must-Have: Bachelor’s degree from an accredited university. 10–15 years of experience in healthcare, including 7+ years in customer-facing leadership roles working with or within health systems Proven ability to manage Directors and senior CS team members (manager of managers) 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 proven ability to engage board-level sponsors and C-suite executives in enterprise organizations Demonstrated success in implementation excellence , change leadership , and delivering measurable results in healthcare innovation Track record of hitting or exceeding delivery and revenue goals in a CS organization. Experience building or shaping customer success playbooks, team structures, and scalable infrastructure/ processes - not just executing them. 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-Have: Experience with AI, digital health , or clinical decision support tools Background in consulting, health tech, or clinical operations transformation Prior exposure to regulatory, compliance, or data governance considerations in healthcare Experience with pricing, packaging, or go-to-market strategy in a healthcare SaaS or health tech environment. Please be aware of recruitment scams impersonating Hippocratic AI. All recruiting communication will come from hippocraticai.com email addresses. We will never request payment or sensitive personal information during the hiring process. #J-18808-Ljbffr