Director of Customer Success

Hippocratic AI is developing the first safety-focused Large Language Model (LLM) for healthcare. Our mission is to dramatically improve healthcare accessibility and outcomes by bringing deep healthcare expertise to every person. No other technology has the potential for this level of global impact on health.

• Innovative mission: We are creating a safe, healthcare-focused LLM that can transform health outcomes on a global scale.

• Visionary leadership: Hippocratic AI was co-founded by CEO Munjal Shah alongside physicians, hospital administrators, healthcare professionals, and AI researchers from top institutions including El Camino Health, Johns Hopkins, Washington University in St. Louis, Stanford, Google, Meta, Microsoft and NVIDIA.

• Strategic investors: Raised $137 million from top investors including General Catalyst, Andreessen Horowitz, Premji Invest, SV Angel, NVentures (Nvidia Venture Capital), and Greycroft.

• Team and expertise: We are working with top experts in healthcare and artificial intelligence to ensure the safety and efficacy of our technology.

For more information, visit www.HippocraticAI.com.

Location Requirement:

This is a Palo Alto–based role and requires working onsite five days a week. Only candidates who are currently local or willing to relocate will be considered.

Hippocratic AI is seeking a Director of Customer Success to lead our most strategic health system partnerships and a high-performing team of Customer Success Executives. In this role, you will combine executive-level client ownership with hands-on leadership of solution deployment, workflow adoption, and measurable long-term impact delivery.

You’ll be a player-coach: directly managing enterprise client relationships while mentoring and developing a team that delivers scalable, repeatable success across our client base as well as shaping the playbooks, metrics, and processes that will scale our Customer Success function. This role is ideal for a healthcare-savvy leader who thrives in startup environments and knows how to translate early product-market fit into durable enterprise value.

What You’ll Do

• Lead, coach, and develop a team of Customer Success Executives, fostering a culture of accountability, collaboration, and continuous improvement

• Serve as the executive point of contact for major health system clients, building trusted relationships with CNOs, CMIOs, COOs, and other senior stakeholders

• Lead enterprise implementations of Hippocratic AI solutions, ensuring alignment with client operational priorities and clinical workflows

• Collaborate cross-functionally with Product, Engineering, and Sales to incorporate customer feedback and insights into product evolution and go-to-market strategy

• In alignment with health system leadership, define, track and communicate client success metrics that measure clinical, operational, and financial impact

• Guide change management strategies and influence adoption across complex health system environments

• Codify best practices for onboarding, training, and workflow integration, setting the foundation for a repeatable, scalable CS model

• Represent Hippocratic AI at conferences, webinars, and industry forums positioning the company as a trusted partner in healthcare AI innovation

• Support future team growth by mentoring junior team members and contributing to hiring and onboarding new Customer Success Executives
  

What You Bring

Must-Have:

• 8–12+ years of experience in healthcare, including 5+ years in customer-facing leadership roles working with or within health systems

• Proven ability to lead and develop teams managing enterprise accounts and drive impact across large, matrixed provider organizations

• Deep knowledge of clinical workflows, operational processes, and care delivery models (especially nursing or revenue cycle)

• Experience leading cross-functional initiatives in a startup or high-growth technology environment

• Strong executive presence and communication skills, with comfort presenting to and influencing clinical and operational leadership

• Demonstrated success in implementation excellence, change leadership, and delivering measurable results in healthcare innovation
  

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 considerations in healthcare