VP of Customer Success for Payors (AI)

Location: United States; remote role with 25–40% travel for onsite customer visits and periodic travel to the Menlo Park headquarters

Company

Hippocratic AI is building a healthcare-only, safety-focused large language model designed to improve patient outcomes and transform healthcare operations.

What you will do

• Build and lead a payer customer success organization, including customer success executives, leaders, technical specialists, and implementation experts.
• Develop payer-specific customer success strategies, operating frameworks, playbooks, processes, and KPIs.
• Establish executive and operational relationships with health plans, managed care organizations, PBMs, and other payer entities.
• Drive retention, expansion, upsell, cross-sell, and net revenue retention across utilization management, member engagement, care management, and prior authorization use cases.
• Represent payer customers internally and translate their feedback into product, engineering, clinical, and go-to-market priorities.
• Navigate payer regulatory and operational complexity, including CMS, NCQA, state insurance requirements, delegated arrangements, network management, and claims and benefits workflows.

Requirements

• Bachelor’s degree from an accredited university.
• 10–15 years of experience in customer success, account management, or related leadership roles in the payer or health plan industry, including 7+ years in customer-facing leadership.
• Experience driving customer success and revenue growth in B2B SaaS or healthcare technology companies serving payer organizations.
• Deep knowledge of managed care operations, utilization management, care management, claims processing, network management, and payer regulatory frameworks.
• Experience working with medical management, population health, quality, IT, and C-suite stakeholders, with strong executive communication and cross-functional influence.
• Hands-on experience using payer metrics such as HEDIS/STARS, medical loss ratio, member satisfaction, per-member-per-month costs, and operational efficiency.

Nice to have

• MBA, MHA, or an advanced degree in business, healthcare administration, or a related field.
• Payer industry thought leadership, including speaking at AHIP, RISE, AMCP, or other industry forums.
• Familiarity with AI-based payer solutions such as prior authorization automation, member engagement, and clinical decision support.
• Experience with value-based care, payer-provider collaboration, or building customer success organizations from the ground up.
• Existing relationships with senior leaders at national and regional health plans.

Culture & Benefits

• Remote work with frequent onsite customer engagement and 25–40% travel, including overnight and out-of-state trips.
• Opportunity to work on a safety-focused healthcare AI platform in a category-creation environment.
• Health insurance, equity, and other benefits.
• Equal opportunity workplace committed to building a team that reflects the patients served.