VP, Customer Success (Orange, CA)

About the Role As the Vice President of Customer Success (Payor) at Hippocratic AI, you will be responsible for building and leading high-performing teams that drive customer satisfaction, retention, and expansion across our payor clients . You will design and establish the systems and processes for recruiting, onboarding, enablement, and operational performance tailored to the unique needs of payer organizations. You will ensure our payer customers achieve maximum value from our AI-powered solutions while building deep, trusted relationships with key stakeholders across health plans, managed care organizations, and related entities. What You’ll Do Team Building: Partner closely with the Talent Acquisition team to recruit, onboard, mentor, and lead a world-class payer-focused customer success team, including customer success executives, customer success leaders, technical support specialists, and implementation experts, supported by systems and processes that enable the team to scale rapidly with excellence. Leadership & Strategy: Develop and execute a comprehensive payer customer success strategy aligned with Hippocratic AI’s mission, business objectives, and the evolving landscape of health plan operations, value-based care, and payer-provider collaboration. Payer Relationships: Establish and nurture trusted relationships with health plans, managed care organizations, pharmacy benefit managers (PBMs), and other payer entities, ensuring they achieve their desired outcomes with Hippocratic AI’s solutions. Retention & Growth: Drive customer retention and identify opportunities for upselling and cross-selling across payer use cases—including utilization management, member engagement, care management, and prior authorization—ensuring a strong net retention rate. Customer Advocacy: Serve as the voice of the payer customer within the organization, working cross-functionally with product, engineering, clinical, and sales teams to align priorities and enhance the customer experience for health plan stakeholders. Operational Excellence: Implement and refine customer success metrics, tools, and processes tailored to payer KPIs such as HEDIS/STARS performance, medical loss ratio (MLR) impact, member satisfaction, and operational efficiency gains. Problem Resolution: Act as an escalation point for payer customer issues, ensuring timely and effective resolution while navigating complex payer organizational structures and compliance requirements. Payer Ecosystem Navigation: Understand and navigate the complexities of the payer ecosystem, including regulatory requirements (CMS, state DOI), delegated arrangements, network management, and claims/benefits administration workflows to position Hippocratic AI as a strategic partner. Location & Travel Candidates must be based in the Orange, CA area and be able to travel to the client site in Orange weekly (5 days per week). Periodic travel to Hippocratic AI offices (e.g., Palo Alto) for strategic planning and team sessions. What You Bring Must-Have: A bachelor’s degree from an accredited university is required. 10-15 years of experience in customer success, account management, or related roles within the payer/health plan industry, with 7+ years in customer-facing leadership positions. Proven track record of driving customer success in B2B SaaS or healthcare technology companies serving payer organizations. 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 DOI). Experience working with health plan stakeholders across medical management, population health, quality, IT, and C-suite leadership. Exceptional interpersonal and communication skills, with the ability to influence and inspire cross-functional teams and customers. Data-driven mindset with experience leveraging payer-specific metrics and analytics (e.g., HEDIS/STARS, MLR, per-member-per-month cost trends) to inform decision-making. Experience scaling customer success teams and processes in a high-growth startup environment. Startup experience with demonstrated ability to hit KPIs in a revenue-driven role. Deep understanding of workflows within health plans and managed care organizations, and the ability to align AI solutions to payer operational processes. 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: MBA, MHA, or advanced degree. Experience in thought leadership, including speaking at payer industry events (e.g., AHIP, RISE, AMCP) and forums. Familiarity with AI-based solutions and their application in payer operations, including prior authorization automation, member outreach, and 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. Why Join Hippocratic AI 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 CapitalG, General Catalyst, a16z, Kleiner Perkins, Premji Invest, UHS, Cincinnati Children’s, WellSpan 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. Equal Opportunity Hippocratic AI is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, genetic information, military or veteran status, or any other characteristic protected by applicable law. We are committed to building a team that reflects the patients we serve. We actively encourage applications from candidates of all backgrounds. If you require accommodations during the hiring process, please contact [email protected] . Please be aware of recruitment scams impersonating Hippocratic AI. All recruiting communication will come from @ hippocraticai.com email addresses. We will never request payment or sensitive personal information during the hiring process.