About the RoleHippocratic AI is seeking a VP of Customer Success - Life Sciences to own our relationship with one large, strategic life sciences customer while leading a dedicated pod of Customer Success Executives (CSEs) and Forward Deployed Engineers (FDEs). This is a revenue-bearing leadership role that combines executive-level account ownership with hands-on technical delivery leadership and measurable long-term impact.
You will serve as the single executive owner for this flagship life sciences account, setting the account strategy, driving net revenue retention and expansion, and directing a cross-functional pod that pairs customer success and forward deployed engineering to deliver against the customer's most important priorities. You will build the playbooks and processes that your pod executes. This role is ideal for a life sciences leader with a commercial edge and technical fluency who thrives in high-growth startup environments and knows how to scale both a strategic customer and a high-performing delivery team.
Location RequirementWe believe the best ideas happen together. To support fast collaboration and a strong team culture, this role is expected to be in our Menlo Park office five days a week, unless otherwise specified.
What You'll Do- Own one large, strategic life sciences customer end to end - serving as the executive point of contact and driving overall account health, satisfaction, and growth.
- Lead, coach, and develop a dedicated pod of Customer Success Executives (CSEs) and Forward Deployed Engineers (FDEs), fostering a culture of accountability, collaboration, and continuous improvement.
- Build trusted relationships with senior stakeholders across the customer's organization, including executive sponsors and leaders across commercial, medical affairs, clinical operations, R&D, and IT.
- Direct enterprise deployments of Hippocratic AI solutions, ensuring alignment with the customer's operational priorities, scientific workflows, and regulatory environment.
- Partner your FDEs closely with the customer's technical teams to integrate, configure, and optimize solutions against real-world life sciences use cases.
- Collaborate cross-functionally with Product, Engineering, and Sales to channel customer feedback and insights into product evolution and go-to-market strategy.
- Define, track, and communicate customer success metrics - including net revenue retention (NRR) - as primary indicators of account health, and guide change management and adoption across the customer's organization.
- Build and codify best practices for onboarding, training, and workflow integration, setting the foundation for a repeatable, scalable CS + FDE pod model.
- Own expansion within the account through identification and pursuit of upsell and cross-sell opportunities across the customer's business units.
- Represent Hippocratic AI at conferences, webinars, and industry forums, positioning the company as a trusted partner in life sciences AI innovation.
What You BringMust-Have:- Bachelor's degree from an accredited university.
- 10-15 years of experience in life sciences (pharmaceutical, biotech, medical device, or CRO), including 7+ years in customer-facing leadership roles working with or within life sciences organizations.
- Proven ability to own a large, strategic enterprise account and lead a cross-functional team of customer success and technical/engineering staff.
- Deep knowledge of life sciences workflows and operating models across areas such as commercial, medical affairs, clinical operations, or R&D.
- Experience leading cross-functional initiatives in a startup or high-growth technology environment.
- Strong executive presence and communication skills, with proven ability to engage C-suite executives and senior stakeholders in large enterprise organizations.
- Demonstrated success in implementation excellence, change leadership, and delivering measurable results.
- Track record of hitting or exceeding delivery and revenue goals in a CS organization.
- Experience building or shaping customer success playbooks, team structures, and scalable processes - not just executing them.
- Technical fluency sufficient to lead and direct Forward Deployed Engineers and engage credibly with customer technical teams.
Nice-to-Have:- Experience with AI, digital health, or clinical/scientific decision support tools.
- Background in consulting, health tech, or life sciences operations transformation.
- Prior exposure to regulatory, compliance, or data governance considerations in life sciences (e.g., GxP, HIPAA, 21 CFR Part 11).
- Experience with pricing, packaging, or go-to-market strategy in a life sciences or healthcare SaaS environment.
