Hippocratic AI

Customer Success Manager

• Build and lead a high-performing payer customer success organization
• Recruit, onboard, mentor, and develop customer success executives, leaders, technical specialists, and implementation experts
• Establish systems and processes that enable rapid scaling with excellence
• Develop and execute a payer customer success strategy aligned with company objectives and health plan operating models, regulatory environments, and success metrics
• Build trusted executive and operational relationships with health plans, managed care organizations, PBMs, and other payer entities
• Position Hippocratic AI as a strategic partner in value-based care and operational transformation initiatives
• Drive customer retention and expansion across utilization management, member engagement, care management, and prior authorization use cases
• Identify upsell and cross-sell opportunities while maintaining strong net revenue retention
• Represent the payer customer internally and channel payer feedback into product evolution and go-to-market strategy
• Implement and refine payer-specific customer success metrics and processes
• Act as escalation point for complex payer customer issues and ensure timely resolution
• Navigate payer regulatory requirements, delegated arrangements, network management, and claims/benefits administration workflows
• By day 90, complete a payer customer-base and success-metrics diagnostic, establish the CS operating framework and KPIs, recruit and onboard initial CS leaders and specialists, and improve retention or satisfaction for strategic accounts
• At 12 months, scale the payer CS team into a high-performing organization, establish onboarding and success playbooks, grow payer-book net revenue retention to 110%+, develop payer customer advocates, and prove a scalable payer CS model
• Partner closely with Product, Engineering, Clinical, Sales, Talent Acquisition, and major health plan customers

Vice President, Customer Success

Strategist

• Own healthcare AI deployments end-to-end, from workflow discovery and solution design through hands-on build/configuration, launch, adoption, and measurable business impact
• Own a defined deployment workstream or major customer milestone
• Establish stakeholder relationships and identify technical and operational dependencies
• Understand customer businesses and scope solutions that meet their objectives
• Design and build agents for complex, high-stakes healthcare conversations
• Map data flows between customer systems, conversations, and resulting insights
• Scope required integrations and partner with engineering to ship them
• Drive customer adoption of AI and configure agents to customer workflows
• Manage timelines, document solutions, and proactively address blockers
• Partner with customer operational leaders and configure call schedules
• Work with forward-deployed engineers to specify new AI features
• Convert deployment learnings into repeatable playbooks, templates, and best practices
• Develop analytics and dashboards tracking deployment performance
• Use deployment insights to inform product and process improvements
• Collaborate with engineers, product managers, customer success partners, clinical experts, and cross-functional internal teams

Deployment Strategist

Evaluator

• Listen to and evaluate HCP-facing Voice AI sales calls, including prospecting, detailing, objection handling, and follow-up
• Assess sales effectiveness, message clarity, professionalism, and appropriate compliance behavior
• Identify weak messaging, poor objection handling, or inappropriate sales tactics
• Score calls using defined rubrics and provide clear, actionable feedback
• Flag potential performance or compliance risks
• Review calls and document structured feedback across predefined evaluation criteria

HCP Evaluator

• Own a regional portfolio of health system partnerships and lead a high-performing team of Directors and senior Customer Success Executives
• Drive net revenue retention and expansion across the region through executive relationships, clinical workflow integration, and scalable customer-success playbooks
• Complete a diagnostic of the regional health system portfolio and success metrics within the first 90 days
• Establish the customer success team's operating framework and KPIs
• Recruit and onboard Directors and senior Customer Success Executives
• Improve customer retention or satisfaction across strategic accounts
• Scale the provider customer success team into a high-performing organization managing a multi-account regional portfolio
• Establish repeatable playbooks for provider onboarding and clinical workflow integration
• Grow net revenue retention across the regional book of business to 110%+
• Serve as executive point of contact for major health system clients, including board-level sponsors, CNOs, CMIOs, COOs, and other senior stakeholders
• Lead enterprise implementations of Hippocratic AI solutions, managing timelines and successful go-live
• Collaborate with Product, Engineering, Clinical, and Sales teams to channel customer feedback into product evolution, clinical feature development, and go-to-market strategy
• Define, track, and communicate customer success metrics including NRR, clinical adoption rates, operational efficiency gains, and patient outcome improvements
• Drive quarterly business reviews with executive accountability
• Build and codify best practices for onboarding, clinical training, workflow integration, and change management
• Own expansion sales through upsell and cross-sell opportunities across health system departments and use cases

• Own a regional portfolio of health system partnerships
• Lead a high-performing team of Directors and senior Customer Success Executives
• Drive net revenue retention and expansion across the region
• Build relationships with health system executives and board-level sponsors
• Implement Hippocratic AI solutions into clinical workflows
• Establish scalable customer success playbooks
• Complete a diagnostic of the regional portfolio and success metrics by day 90
• Establish the CS team's operating framework and KPIs
• Recruit and onboard Directors and senior CSEs
• Improve customer retention or satisfaction across strategic accounts
• Scale the provider customer success team into a high-performing organization
• Lead enterprise implementations, manage timelines, and ensure successful go-live
• Collaborate with Product, Engineering, Clinical, and Sales teams
• Define, track, and communicate NRR, clinical adoption, operational efficiency, and patient outcome metrics
• Conduct quarterly business reviews with executive accountability
• Build best practices for onboarding, clinical training, workflow integration, and change management
• Own expansion sales through upsell and cross-sell opportunities
• Establish replicable provider onboarding and clinical workflow integration playbooks
• Grow regional net revenue retention to 110%+ within 12 months

• Own healthcare AI deployments end-to-end, from workflow discovery and solution design through build/configuration, launch, adoption, and measurable business impact
• Establish stakeholder relationships, identify technical and operational dependencies, and drive milestones toward measurable customer value
• Understand customer business problems and scope solutions aligned with objectives
• Design and build agents for complex, high-stakes healthcare conversations
• Map data flows between customer systems and conversations; scope required builds and partner with engineering to ship them
• Lead implementation activities including stakeholder adoption, agent configuration, timeline management, solution documentation, blocker prevention, and call-schedule configuration
• Partner with forward-deployed engineers to specify AI features for customer deployments
• Convert deployment learnings into repeatable playbooks, templates, and best practices
• Develop analytics and dashboards to track deployment performance
• Use deployment insights to improve internal products and processes
• Collaborate with engineers, product managers, customer success partners, clinical experts, and customer stakeholders

Engineer

• Own end-to-end AI deployments for healthcare customers
• Design and implement RAG pipelines grounded in customer clinical data
• Build tool-calling and Model Context Protocol (MCP) architectures integrating agents with EHRs, data warehouses, and operational tools
• Develop production Python code using LangChain, LangSmith, and modern AI frameworks
• Apply advanced LLM techniques including RAG, prompt engineering, LLM-as-judge, and chain-of-thought reasoning
• Execute infrastructure setup, integration testing, production monitoring configuration, cutover planning, and go-live activities
• Instrument deployed agents, monitor production systems, respond to incidents, troubleshoot issues, and implement fixes
• Partner with customers as a technical expert and explain AI architecture, capabilities, and limitations
• Build reusable AI patterns and frameworks and generate evidence of operational and clinical impact

Forward Deployed Engineer – Mid/Senior, Remote w/Travel

• Own retention and growth for a named book of health system accounts
• Carry gross and net retention targets and own the renewal narrative
• Source and influence expansion into new use cases and service lines
• Define, instrument, and report health system outcomes metrics
• Translate readmission reduction, care gap closure, contact and completion rates, nursing time returned, and cost per completed outreach into executive-ready business cases
• Run quarterly and annual executive business reviews with clinical, operational, and financial leadership
• Drive adoption and durable workflow change across nursing and clinical operations after go-live
• Identify, qualify, and shape expansion opportunities with customers and Sales
• Maintain account health scoring and risk forecasting
• Take over live health system accounts, establish outcomes baselines, map stakeholders, and identify expansion opportunities
• Establish outcomes reporting models and convert customers into public references

Customer Success Executive

Architect

• Lead end-to-end deployment planning and execution for provider customers
• Own timelines, scope, risk management, and successful go-live across health system environments
• Partner with customer stakeholders to understand workflows, clinical requirements, organizational constraints, and strategic goals
• Translate implementation requirements into scalable solution designs across provider types, EHR systems, and care delivery models
• Coordinate deployment, product, engineering, and go-to-market teams
• Identify and resolve deployment risks and unblock complex healthcare operational challenges
• Design and standardize deployment best practices, playbooks, and operating models
• Advise customers during rollout and adoption
• Support change management and train clinical and operational teams
• Establish customer relationships, complete deployments, document playbooks, and identify systemic improvements

Agent Deployment Architect

• Own healthcare AI deployments end-to-end, from workflow discovery and solution design through hands-on build/configuration, launch, adoption, and measurable business impact
• Own a defined deployment workstream or major customer milestone
• Establish stakeholder relationships and identify technical and operational dependencies
• Drive a clear path to measurable value in clinical and operational environments
• Map customer care and operational workflows
• Determine which workflows are ready for an AI agent and present evidence to customer leadership
• Translate operational goals into solution designs for engineering and product
• Configure and test agent behavior using JSON, the command line, and version control
• Validate deployment data inputs and outputs and identify discrepancies
• Drive integration, security review, and go-live sequencing
• Resolve ambiguity during the build process
• Establish baselines and quantify post-launch changes
• Build dashboards and analyses to demonstrate impact
• Build executive stakeholder trust and identify future workflows
• Document lessons learned to accelerate future deployments
• Collaborate with engineers, product managers, customer success partners, clinical experts, and customers

Events

• Build an experience-led events function that drives measurable business growth
• Set the vision for how events support account-based marketing, customer and executive relationships, and pipeline
• Lead a lean team using AI agents and automation to expand program reach, personalization, and impact
• Define an integrated event marketing strategy and calendar aligned with sales, partner, and segment priorities
• Create differentiated clinical-AI experiences and set standards for premium flagship and Tier 1 events
• Align programs to pipeline goals with Product, Sales, Customer Success, partners, and segment leaders
• Measure sourced and influenced pipeline, cost per qualified meeting, and event ROI
• Build a scalable ABM approach using AI account scoring, buying-group mapping, and account-specific content
• Oversee national conferences, trade shows, roundtables, executive dinners, and Customer Advisory Boards
• Deploy agents and workflows for invitations, briefing books, personalized agendas, CAB synthesis, recaps, and next-best-action follow-up
• Turn event sessions and conversations into reusable content and actionable account-engagement insights
• Manage budgets, vendors, logistics, spending, and attendance
• Brief executives and attending teams with a Run of Show and conference expectations, including meeting goals tracked in HubSpot
• Collaborate across Marketing to maximize product launches, brand moments, and lead generation with ICP
• Travel regularly for events and experiences

Director, Events Strategy

Vice President

• Establish Hippocratic AI's first Public Sector practice focused initially on the Department of Veterans Affairs and HHS OpDivs
• Serve as primary operational and strategic partner to the Chief Growth Officer, Public Sector
• Build and sustain relationships with government stakeholders across VHA, VBA, NIH, FDA, CMS, and Indian Health Service
• Cultivate relationships with prime contractors and channel partners, especially SDVOSB primes, GSA MAS/OASIS+ holders, and software aggregators
• Represent Hippocratic AI at industry events, conferences, and agency industry days and manage follow-up
• Identify, qualify, and develop capture strategies for VA and HHS opportunities
• Maintain a pipeline covering RFIs, Sources Sought notices, challenge.gov/AI Tech Sprint-style competitions, and teaming-based subcontract opportunities
• Develop win strategies, teaming structures, and pricing approaches with technical and product stakeholders
• Draft proposal content, capability statements, white papers, and past-performance narratives
• Coordinate compliance matrices and technical, security, and pricing inputs under proposal deadlines
• Build and maintain a reusable proposal content library
• Coordinate Legal, Security/Compliance, Product/Engineering, and Finance workstreams
• Manage ongoing government and partner account relationships after agreements
• Track contract vehicles, solicitations, competitor activity, and policy developments
• Maintain competitive positioning materials and agency-specific battle cards
• Within 90 days, understand offerings and federal positioning, support target-opportunity identification, and help align internal infrastructure and policies
• Within 12 months, help create lasting client and partner relationships, respond to live acquisitions, win referenceable work, create a forecastable pipeline, and establish pursuit infrastructure

Vice President, Customer Success

Deployment Strategist

HCP Evaluator

Vice President, Customer Success

Vice President, Customer Success

Deployment Strategist

Forward Deployed Engineer – Mid/Senior, Remote w/Travel

Customer Success Executive

Agent Deployment Architect

Deployment Strategist

Director, Events Strategy

Vice President – Government Partnerships