Vice President, Customer Success

Hippocratic AI

. Build and lead a high-performing payer customer success organization .

Posted 10/2/2026full-timeMenlo Park • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in building and leading high-performing customer success organizations within the payer industry, with a strong focus on developing strategies that drive customer retention, revenue growth, and operational excellence. Possesses deep knowledge of payer regulatory requirements and the ability to influence cross-functional teams and stakeholders effectively.

Highest-signal resume keywords

Customer Success LeadershipPayer Industry ExpertiseKPI AchievementData-Driven Decision MakingTeam Scaling and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategyUtilization ManagementCare ManagementClaims ProcessingPayer-Specific MetricsHEDIS/STARS AnalyticsRevenue Growth StrategiesOperational TransformationValue-Based Care ModelsRegulatory Frameworks

Soft Skills

Interpersonal SkillsCommunication SkillsInfluencing SkillsMentoring SkillsProblem-Solving Skills

Certifications & Qualifications

Bachelor's DegreeMBAMHA

Industry Keywords

Payer OrganizationsManaged CareHealth PlansB2B SaaSPopulation HealthQuality ManagementC-Suite LeadershipHealth Plan StakeholdersCustomer Success MetricsAI-Based Solutions

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
7+ years in customer-facing leadership positions
Proven track record driving customer success in B2B SaaS or healthcare technology companies serving payer organizations
Demonstrated ability to hit KPIs and drive revenue growth
Deep understanding of 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)
Experience working with health plan stakeholders across medical management, population health, quality, IT, and C-suite leadership
Exceptional interpersonal and communication skills with ability to influence and inspire cross-functional teams, customers, and senior executives
Data-driven mindset with hands-on experience using payer-specific metrics and analytics, including HEDIS/STARS, MLR, and per-member-per-month cost trends
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
Preferred: MBA, MHA, or advanced degree in Business, Healthcare Administration, or related field
Preferred: thought leadership in the payer industry, including speaking at AHIP, RISE, AMCP, or other industry forums
Preferred: familiarity with AI-based solutions in payer operations
Preferred: experience with value-based care models and payer-provider collaboration initiatives
Preferred: existing relationships with senior leaders at major national and regional health plans
Preferred: experience building customer success organizations from the ground up in emerging categories
Willingness to travel approximately 25–40%, including overnight, out-of-state, and periodic travel to Menlo Park headquarters
Legally authorized to work in the United States

Benefits

Comp & perks

Equity
Health insurance
Other benefits
Competitive compensation packages based on experience, expertise, and level of responsibility