What are the responsibilities and job description for the VP of Customer Success position at Hippocratic AI?
About Us
Hippocratic AI has developed a safety-focused Large Language Model (LLM) for healthcare. The company believes that a safe LLM can dramatically improve healthcare accessibility and health outcomes in the world by bringing deep healthcare expertise to every human. No other technology has the potential to have this level of global impact on health.
Why Join Our Team
We value in-person teamwork and believe the best ideas happen together. Our team is expected to be in the office five days a week in Palo Alto, CA, unless explicitly noted otherwise in the job description.
About the Role:
As the Vice President of Customer Success at Hippocratic AI, you will be responsible for building and then leading high-performing teams that drive customer satisfaction, retention, and expansion. You will design and establish the systems and processes for recruiting, onboarding, enablement, and operational performance. You will ensure our customers achieve maximum value from our solutions while building deep, trusted relationships with key stakeholders. This role will report directly to our Chief Customer Officer and play a critical part in shaping the overall customer experience strategy as we scale.
What You'll Do:
Must-Haves:
Hippocratic AI has developed a safety-focused Large Language Model (LLM) for healthcare. The company believes that a safe LLM can dramatically improve healthcare accessibility and health outcomes in the world by bringing deep healthcare expertise to every human. No other technology has the potential to have this level of global impact on health.
Why Join Our Team
- Innovative Mission: We are developing a safe, healthcare-focused large language model (LLM) designed to revolutionize health outcomes on a global scale.
- Visionary Leadership: Hippocratic AI was co-founded by CEO Munjal Shah, alongside a group of physicians, hospital administrators, healthcare professionals, and artificial intelligence researchers from leading institutions, including El Camino Health, Johns Hopkins, Stanford, Microsoft, Google, and NVIDIA.
- Strategic Investors: We have raised a total of $278 million in funding, backed by top investors such as Andreessen Horowitz, General Catalyst, Kleiner Perkins, NVIDIA’s NVentures, Premji Invest, SV Angel, and six health systems.
- World-Class Team: Our team is composed of leading experts in healthcare and artificial intelligence, ensuring our technology is safe, effective, and capable of delivering meaningful improvements to healthcare delivery and outcomes.
We value in-person teamwork and believe the best ideas happen together. Our team is expected to be in the office five days a week in Palo Alto, CA, unless explicitly noted otherwise in the job description.
About the Role:
As the Vice President of Customer Success at Hippocratic AI, you will be responsible for building and then leading high-performing teams that drive customer satisfaction, retention, and expansion. You will design and establish the systems and processes for recruiting, onboarding, enablement, and operational performance. You will ensure our customers achieve maximum value from our solutions while building deep, trusted relationships with key stakeholders. This role will report directly to our Chief Customer Officer and play a critical part in shaping the overall 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 customer success team, including customer success executives, customer success leaders, technical support specialists, and implementation experts with supporting systems and processes that enable the Customer Success team to scale rapidly with excellence.
- Leadership & Strategy: Develop and execute a comprehensive customer success strategy aligned with Hippocratic AI’s mission and business objectives.
- Customer Relationships: Establish and nurture trusted relationships with healthcare organizations, ensuring they achieve their desired outcomes with Hippocratic AI’s solutions.
- Retention & Growth: Drive customer retention and identify opportunities for upselling and cross-selling, ensuring a strong net retention rate.
- Customer Advocacy: Serve as the voice of the customer within the organization, working cross-functionally with product, engineering, and sales teams to align priorities and enhance the customer experience.
- Operational Excellence: Implement and refine customer success metrics, tools, and processes to measure performance and improve efficiency.
- Problem Resolution: Act as an escalation point for customer issues, ensuring timely and effective resolution.
Must-Haves:
- A bachelor’s degree from an accredited university is required.
- 10 years of experience in customer success, account management, or related roles, with 5 years in leadership positions.
- Proven track record of driving customer success in B2B SaaS or healthcare technology companies.
- Strong understanding of the healthcare industry, including healthcare systems, regulations, and challenges.
- Exceptional interpersonal and communication skills, with the ability to influence and inspire cross-functional teams and customers.
- Data-driven mindset with experience leveraging metrics and analytics 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 systems and the ability to align solutions to customer processes.
- MBA or advanced degree.
- Experience in thought leadership, including speaking at industry events and forums.
- Familiarity with AI-based solutions and their application in healthcare.
- 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. If anything