Customer Success Executive

The Opportunity

The healthcare industry is embracing AI and looking to transform. The limiting factors: implementation speed and clear ROI definition. You change that.

At Hippocratic AI, we're the only generative AI platform built for safe, autonomous clinical conversations with patients. Our systems achieve 99.9%+ accuracy and are trusted by leading health systems nationwide. But our technology is only as good as the implementations behind it.

We need a Customer Success Executive who is as comfortable in a CMO's boardroom presenting 6-month outcomes as you are in a nursing unit discovering workflows. You'll own the entire post-sale journey for assigned health systems across the Central Region (Midwest + portions of South/Southeast)—from discovery through scaled adoption—becoming the operational heartbeat of our most strategic relationships.

This is hands-on, embedded partnership work. You'll spend 20-40% of your time onsite with our customers. You'll address problems and deliver solutions. You'll drive measurable clinical and operational outcomes. You'll influence product roadmap decisions. And you'll do it in a $3.5B company backed by healthcare's best investors.

What Success Looks Like in Year One

• Discovery & Scoping: You've led deep-dive workflow assessments with nursing leadership, IT, and operations teams. You understand exactly where Hippocratic AI creates value in their environment before implementation begins.

• ROI Framework: You've built a customized success metrics dashboard with each client—tracking adoption rates, patient interaction volume, nurse time savings, care quality improvements, and operational efficiency gains. You present quarterly results to their C-suite.

• Executive Relationships: You're on a first-name basis with 3-4 executives at each assigned health system (CMO, COO, Nursing VP, IT Director). They call you when they need things done. You're the trusted operational partner they lean on.

• Technical Influence: You've identified 2-3 product gaps and successfully advocated for roadmap changes that benefit your accounts and the broader customer base. Engineering and Product respect your insights.

• Implementation Momentum: You've led 2-3 full rollouts (pilot through scaled adoption) across units, managing timelines, coordinating training, removing blockers, and hitting adoption targets. Your teams are seeing real results—faster, measurable impact.

• Strategic Expansion: You've mapped expansion opportunities and presented them to client leadership. You've grown wallet share or extended deployments into new clinical areas.

Your Core Responsibilities

Implementation & Operationalization

• Lead end-to-end discovery: map current workflows, identify pain points, design implementation approach, and define success metrics with clinical and operational stakeholders.

• Own rollout planning and execution: phased deployment, training coordination, go-live support, and early adoption phase management.

• Serve as the embedded operational leader onsite multiple days per week, particularly during critical implementation phases and go-live windows.

Account & Relationship Management

• Manage the full account relationship across clinical, operational, IT, and executive leadership—acting as the primary point of contact and trusted advisor.

• Build credibility with nursing teams, clinical leaders, and C-suite executives through consistent execution, transparency, and results.

• Navigate competing priorities, stakeholder concerns, and organizational dynamics to drive implementation success.

• Conduct regular business reviews with client leadership, presenting adoption metrics, outcome data, and strategic recommendations for expanded impact.

ROI & Success Metrics

• Define baseline metrics and success criteria in partnership with each client (adoption rates, patient interactions, clinical outcomes, operational efficiency, cost impact).

• Track, analyze, and present outcomes on a monthly/quarterly basis to client and internal stakeholders.

• Identify and communicate quick wins and long-term value realization to maintain sponsor engagement and executive confidence.

• Build the case for expansion and future initiatives based on demonstrated ROI and clinical impact.

Technical Implementation & Problem-Solving

• Configure solutions to align with client workflows, clinical protocols, and operational constraints.

• Coordinate across Hippocratic AI engineering, product, and clinical teams to troubleshoot issues, optimize performance, and implement customizations.

• Translate clinical/operational needs into technical requirements and work with product/engineering to scope solutions.

• Influence product roadmap based on client feedback, market gaps, and implementation learnings.

Training, Adoption & Change Management

• Design and lead training programs for nursing teams and clinical staff, ensuring proficiency and sustained adoption.

• Identify adoption barriers early and develop targeted strategies to overcome resistance and drive behavior change.

• Serve as the voice of the customer within Hippocratic AI, relaying feedback, best practices, and lessons learned.

Cross-Functional Collaboration

• Partner with Sales to ensure smooth handoffs and clear implementation expectations with new clients.

• Collaborate with Product and Engineering on client-specific roadmap priorities and feature requests.

• Share implementation playbooks, best practices, and customer case studies across the customer success team.

• Contribute to thought leadership: present outcomes, case studies, and transformation insights at healthcare conferences, webinars, and executive forums.

What You Bring

Must-Have

• Bachelor's degree from an accredited university.

• 5+ years in health systems in customer success, account management, project management, or implementation roles. You understand how health systems work and how change happens inside them.

• Proven track record leading complex implementations in clinical or operational environments. You've navigated multi-stakeholder environments, managed scope, handled difficult transitions, and delivered results.

• Executive presence and communication skills. You can influence C-suite decision-makers, present data compellingly, and build trust across organizational hierarchies.

• Deep understanding of healthcare workflows, clinical operations, and regulatory constraints. You don't need a clinical license, but you understand clinical work and respect it.

• Project management excellence: scoping work, managing timelines, coordinating multiple workstreams, and identifying/removing blockers. You're organized, proactive, and detail-oriented.

• Technical fluency (not coding required). You understand system architecture, integrations, data requirements, and can translate between business and technical teams. You ask smart questions and learn quickly.

• Ability to thrive autonomously in a client-embedded role. You're self-directed, resourceful, and comfortable operating with minimal daily supervision. You drive the relationship.

• Willingness to travel: 20-40% of the time to assigned client sites, including multi-day and occasional overnight trips.

• Ability to meet client credentialing requirements (background check, drug screening, proof of vaccinations/immunizations, etc.) as mandated by healthcare facilities.

Nice-to-Have

• Experience in healthcare consulting, transformation initiatives, or system-wide digital health rollouts.

• Background in healthcare technology sales engineering or post-sales technical roles.

• Experience deploying AI, enterprise SaaS, or complex digital health solutions at scale.

• Familiarity with healthcare compliance standards (HIPAA, clinical workflow requirements, etc.).

• Track record of presenting outcomes, case studies, or best practices at industry conferences or executive forums.

• Experience with ROI modeling, outcome measurement, and value-based care frameworks.

The Details

Travel: 20-40% travel to assigned client sites based on implementation phase, key milestones, and client needs. This includes multi-day onsite weeks and occasional overnight trips.

Location: Remote, with regular travel to Central Region health systems (Midwest + portions of South/Southeast).

Reporting: VP of Customer Success

Why Hippocratic AI

• You're joining the future of safe, clinical AI. Hippocratic AI is the only generative AI platform built from the ground up for safe, autonomous clinical conversations. Our 99.9%+ accuracy has been earned through rigorous clinical training and validation.

• The team is world-class. Founded by healthcare innovators, physicians, and AI pioneers from El Camino Health, Johns Hopkins, Washington University, Stanford, Google, Meta, Microsoft, and NVIDIA. You'll work alongside people who've spent careers transforming healthcare.

• You're backed by the best. Recent $126M Series C at $3.5B valuation, led by Avenir Growth, with support from CapitalG, General Catalyst, a16z, Kleiner Perkins, and leading healthcare systems. We have the resources and runway to execute our vision.

• You own meaningful relationships and real outcomes. This isn't a transactional, low-touch SaaS role. You'll see the direct impact of your work in real patient care and clinical operations. You'll build relationships that matter and solve problems that count.

• You'll influence product and strategy. Your voice as the customer success leader shapes our roadmap and go-to-market approach. Your feedback directly impacts what we build next.

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.