Vice President, Customer Success (Payors)

Role Mission As VP of Customer Success for Payors at Hippocratic AI, you will build and lead high-performing teams that drive satisfaction, retention, and expansion across our health plan and managed care customers. You'll establish the systems, processes, and culture that enable customer success at scale—designing the playbooks and team structures that transform how health plans achieve value from our AI platform. This role exists because health plans are deploying breakthrough AI at scale, and they need a dedicated, expert-led customer success organization that speaks their language, understands their complexity, and delivers measurable impact on their most critical metrics. What You Will Accomplish Own your first major outcome: By day 90, you will have completed a diagnostic of your payer customer base and success metrics, established your CS team's operating framework and KPIs, recruited and onboarded your first CS leaders and specialists, and shipped measurable improvements in customer retention or satisfaction for your most strategic accounts. Drive lasting impact: At 12 months, you will have scaled your payer CS team from concept to fully functional, high-performing organization, established replicable playbooks for payer onboarding and success management, grown net revenue retention across your payer book of business to 110%+, positioned payer customers as visible a [... source excerpt omitted ...] u'll build and lead a dedicated payer customer success organization—recruiting and developing CS Executives, CS Leaders, technical support specialists, and implementation experts. You'll partner closely with Product, Engineering, Clinical, and Sales teams to ensure payer needs drive organizational priorities. You'll work embedded with major health plan customers while building the infrastructure that scales CS capability across Hippocratic AI. What You'll Do Build and lead a world-class payer CS team by partnering with Talent Acquisition to recruit, onboard, mentor, and develop customer success executives, CS leaders, technical specialists, and implementation experts—creating [... source excerpt omitted ...] er payer entities at executive and operational levels—positioning Hippocratic AI as a strategic partner in their value-based care and operational transformation initiatives Drive customer retention and expansion across payer use cases (utilization management, member engagement, care management, prior authorization)—identifying upsell and cross-sell opportunities while maintaining strong net revenue retention (NRR) Serve as the voice of the payer customer within the organization, working cross-functionally with Product, Engineering, and Clinical teams to channel payer feedback into product evolution and go-to-market strategy Implement and refine customer success metrics and pro