VP of Customer Success - Payor

About Us

Hippocratic AI is the leading generative AI company in healthcare. We have the only system that can have safe, autonomous, clinical conversations with patients. We have trained our own LLMs as part of our Polaris constellation, resulting in a system with over 99.9% accuracy.

Why Join Our Team

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.

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. This role reports directly to the Chief Customer Officer and plays a critical part in shaping the overall payer customer experience strategy as we scale.

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 Eco