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.

Open 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 advocates for Hippocratic AI in the industry, and proven out the payer CS model that can scale across the organization.

You'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.

• 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 systems and processes that enable rapid scaling with excellence

• Develop and execute a comprehensive payer customer success strategy aligned with Hippocratic AI's mission and business objectives, tailored to the unique operating models, regulatory environment, and success metrics of health plans and managed care organizations

• Establish and nurture trusted relationships with health plans, managed care organizations, PBMs, and other 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 processes tailored to payer KPIs—HEDIS/STARS performance, medical loss ratio (MLR) impact, member satisfaction, per-member-per-month cost trends, and operational efficiency gains

• Act as escalation point for complex payer customer issues, ensuring timely and effective resolution while navigating payer organizational structures and compliance requirements

• Navigate payer ecosystem complexities
  —regulatory requirements (CMS, NCQA, state…