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Hippocratic AI · 2 hours ago

Director of Customer Success - Payor

Palo Alto, CA

Full-time

Onsite

Director/Executive

8+ years exp

Hippocratic AI is a company focused on developing a safety-oriented Large Language Model for healthcare, aiming to improve health outcomes globally. The Director of Customer Success will lead strategic partnerships with payors, manage a team, and ensure successful deployment and integration of solutions across healthcare organizations.

Artificial Intelligence (AI)Generative AIHealth CareInformation Technology

Growth Opportunities

Responsibilities

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 payor clients, building trusted relationships with executives across network strategy, medical management, utilization management, quality, and operations

Lead enterprise implementations of Hippocratic AI solutions, ensuring alignment with payor priorities around member engagement, care management, utilization review, and provider collaboration

Partner cross-functionally with Product, Engineering, and Sales to incorporate payor feedback and operational insights into product evolution and go-to-market strategy

Define, track, and communicate client success metrics that measure ROI, efficiency, member satisfaction, and clinical impact in alignment with payor leadership

Guide change management and influence adoption across complex, matrixed payer organizations

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

Represent Hippocratic AI at industry events, conferences, and customer forums, positioning the company as a trusted innovation partner for payors

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

Qualification

Healthcare experienceCustomer success leadershipEnterprise payor accountsChange managementCare managementUtilization managementValue-based careCross-functional initiativesExecutive presenceTeam developmentImplementation excellenceCommunication skillsMentoring

Required

8–12+ years of experience in healthcare, including 5+ years in customer-facing or operational leadership roles working with or within payors (health plans, PBMs, or risk-bearing entities)

Proven ability to lead and develop teams managing enterprise payor accounts, driving measurable outcomes across large, matrixed organizations

Deep understanding of care management, utilization management, member engagement, or value-based care programs

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 payor leadership (Chief Medical Officers, Chief Operating Officers, SVPs of Operations, etc.)

Demonstrated success in implementation excellence, change leadership, and measurable impact delivery within payer innovation or transformation initiatives