VP of Customer Success - Payor

Hippocratic AI is the leading generative AI company in healthcare, and they are seeking a Vice President of Customer Success to build and lead high-performing teams for their payor clients. The role focuses on driving customer satisfaction, retention, and expansion while establishing systems and processes tailored to the unique needs of payer organizations.

Responsibilities:

• 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