VP of Customer Success (Healthcare AI)

TL;DR

VP of Customer Success (Healthcare AI): Lead strategic health system partnerships and high-performing team of Customer Success Executives with an accent on executive-level client ownership, solution deployment, workflow adoption, and long-term impact delivery. Focus on building trusted relationships with senior stakeholders, driving enterprise implementations, and scaling repeatable CS processes in a startup environment.

Location: Onsite in Charlotte, NC, five days per week at the client site with occasional travel to headquarters in Palo Alto, CA.

Company

Leading generative AI company in healthcare building safety-focused LLMs for autonomous clinical conversations with patients, backed by top investors at $3.5B valuation.

What you will do

• Lead, coach, and develop a team of Customer Success Executives, fostering accountability and continuous improvement
• Serve as executive point of contact for major health system clients, building relationships with CNOs, CMIOs, COOs, and senior stakeholders
• Lead enterprise implementations ensuring alignment with client priorities and clinical workflows
• Collaborate with Product, Engineering, and Sales to incorporate customer feedback into product evolution
• Define, track, and communicate client success metrics for clinical, operational, and financial impact
• Guide change management, adoption strategies, and codify best practices for onboarding and scalable CS model
• Represent the company at conferences and support team growth through mentoring and hiring

Requirements

• Bachelor’s degree from an accredited university
• 8–12+ years in healthcare, including 5+ years in customer-facing leadership with health systems
• Proven ability to lead teams managing enterprise accounts in large provider organizations
• Deep knowledge of clinical workflows, operational processes, and care delivery models (especially nursing or revenue cycle)
• Experience leading cross-functional initiatives in startup or high-growth tech environments
• Strong executive presence, communication skills, and success in implementation, change leadership, and measurable results
• Ability to meet client credentialing requirements including drug screening and vaccinations

Nice to have

• Experience with AI, digital health, or clinical decision support tools
• Background in consulting, health tech, or clinical operations transformation
• Prior exposure to regulatory, compliance, or data governance in healthcare