VP of Customer Success; York, PA

About the Role

Hippocratic AI is seeking a VP of Customer Success to lead our most strategic health system partnerships and a high-performing team of Customer Success Executives. In this role, you will combine executive-level client ownership with hands-on leadership of solution deployment, workflow adoption, and measurable long-term impact delivery.

You’ll be a player-coach
: directly managing enterprise client relationships while mentoring and developing a team that delivers scalable, repeatable success across our client base as well as shaping the playbooks, metrics, and processes that will scale our Customer Success function. This role is ideal for a healthcare-savvy leader who thrives in startup environments and knows how to translate early product-market fit into durable enterprise value.

• 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

• This is an onsite role based in York, PA, 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.

Must-Have:

• Bachelor’s degree from an accredited university is required.

• 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.

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