VP, Customer Success; Duarte, CA

Position: VP, Customer Success (Duarte, CA)
About Us

Hippocratic AI is the leading generative AI company in healthcare. We have the only system that can have safe, autonomous, clinical conversations with patients. We have trained our own LLMs as part of our Polaris constellation, resulting in a system with over 99.9% accuracy.

Why Join Our Team

Reinvent healthcare with AI that puts safety first. We're building the world's first healthcare‑only, safety‑focused LLM - a breakthrough platform designed to transform patient outcomes at a global scale. This is category creation.

Work with the people shaping the future. Hippocratic AI was co‑founded by CEO Munjal Shah and a team of physicians, hospital leaders, AI pioneers, and researchers from institutions like El Camino Health, Johns Hopkins, Washington University in St. Louis, Stanford, Google, Meta, Microsoft, and NVIDIA.

Backed by the world's leading healthcare and AI investors. We recently raised a $126M Series C at a $3.5B valuation, led by Avenir Growth, bringing total funding to $404M with participation from Capital

G, General Catalyst, a16z, Kleiner Perkins, Premji Invest, UHS, Cincinnati Children's, Well Span Health, John Doerr, Rick Klausner, and others.

Build alongside the best in healthcare and AI. Join experts who've spent their careers improving care, advancing science, and building world‑changing technologies - ensuring our platform is powerful, trusted, and truly transformative.

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…