VP of Customer Success (Life Sciences)

TL;DR

VP of Customer Success (Life Sciences): Leading a dedicated pod of Customer Success Executives and Forward Deployed Engineers to manage a strategic flagship account with an accent on net revenue retention (NRR), account strategy, and technical delivery leadership. Focus on building scalable CS playbooks, directing enterprise deployments of generative AI solutions, and driving expansion within large pharmaceutical and biotech organizations.

Location: Must be based in the Menlo Park office five days a week

Company

Hippocratic AI is a generative AI company in healthcare building the world's first safety-focused LLM for clinical conversations with patients.

What you will do

• Serve as the single executive owner for a flagship life sciences account, driving health, satisfaction, and growth.
• Lead and coach a cross-functional pod of Customer Success Executives (CSEs) and Forward Deployed Engineers (FDEs).
• Build trusted relationships with C-suite and senior stakeholders across commercial, medical affairs, and R&D.
• Direct enterprise deployments of AI solutions, ensuring alignment with scientific workflows and regulatory environments.
• Partner with Product, Engineering, and Sales to integrate customer feedback into product evolution.
• Define and track success metrics, including NRR, and codify repeatable onboarding and integration playbooks.

Requirements

• 10–15 years of experience in life sciences (pharmaceutical, biotech, medical device, or CRO).
• 7+ years in customer-facing leadership roles working with life sciences organizations.
• Proven track record of owning strategic enterprise accounts and hitting delivery and revenue goals.
• Deep knowledge of life sciences operating models in clinical operations, R&D, or medical affairs.
• Technical fluency sufficient to direct engineers and engage with customer technical teams.
• Experience leading cross-functional initiatives in a high-growth startup environment.

Nice to have

• Experience with AI, digital health, or clinical decision support tools.
• Background in consulting or life sciences operations transformation.
• Exposure to regulatory and compliance standards such as GxP, HIPAA, or 21 CFR Part 11.
• Experience with pricing and GTM strategy in a healthcare SaaS environment.

Culture & Benefits

• Opportunity to work with AI pioneers and researchers from institutions like Stanford, Google, Meta, and NVIDIA.
• Backed by top-tier investors including CapitalG, a16z, and Kleiner Perkins following a $126M Series C.
• Role in category creation, building a breakthrough platform to transform patient outcomes globally.
• Collaborative environment focused on safety-first AI innovation in healthcare.