Role MissionAs 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.
What You Will AccomplishOwn 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.
The TeamYou'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.
What You'll Do- 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 Department of Insurance), delegated arrangements, network management, and claims/benefits administration workflows-positioning our solutions as aligned with payer strategic priorities
Location RequirementThis is a field-facing role. Our best customer relationships are built onsite. Expect 25-40% travel, including regular multi-day visits for executive reviews, adoption work, and clinical rounding, with overnight and out-of-state trips. Periodic travel to our Menlo Park headquarters is expected.
CompensationCompensation is based on experience, expertise, and level of responsibility. We offer competitive packages that reflect the role's seniority and scope, along with equity, health insurance, and other benefits.
Required Qualifications- Bachelor's degree from an accredited university
- 10-15 years of professional experience in customer success, account management, or related leadership roles within the payer/health plan industry, with 7+ years in customer-facing leadership positions
- Proven track record driving customer success in B2B SaaS or healthcare technology companies serving payer organizations, with demonstrated ability to hit KPIs and drive revenue growth
- Deep understanding of the payer/health plan industry including managed care operations, utilization management, care management, claims processing, network management, and regulatory frameworks (CMS, NCQA, state Department of Insurance)
- Demonstrated experience working with health plan stakeholders across medical management, population health, quality, IT, and C-suite leadership-translating between clinical, operational, and executive perspectives
- Exceptional interpersonal and communication skills with proven ability to influence and inspire cross-functional teams, customers, and senior executives
- Data-driven mindset with hands-on experience leveraging payer-specific metrics and analytics (HEDIS/STARS, MLR, per-member-per-month cost trends) to inform strategy and decision-making
- Proven experience scaling customer success teams and processes in high-growth startup or scaling technology environments
- Deep understanding of workflows within health plans and managed care organizations, with demonstrated ability to align AI solutions to payer operational processes and business priorities
Preferred Qualifications- MBA, MHA, or advanced degree in Business, Healthcare Administration, or related field
- Demonstrated thought leadership in the payer industry, including speaking at major payer conferences (AHIP, RISE, AMCP) or industry forums
- Hands-on familiarity with AI-based solutions and their application in payer operations-prior authorization automation, member outbound engagement, clinical decision support
- Experience with value-based care models and payer-provider collaboration initiatives
- Existing relationships with senior leaders at major national and regional health plans
- Track record building customer success organizations from the ground up in emerging categories
