VP of Customer Success - Providers (South East United States)

📋 Description

• • Hippocratic AI is at the forefront of revolutionizing healthcare through advanced generative AI, boasting the industry's only system capable of safe, autonomous clinical conversations with patients. Our proprietary LLMs, part of the Polaris constellation, achieve an exceptional accuracy rate exceeding 99.9%, setting a new standard for patient care.
• • As the Vice President of Customer Success for Providers in the South East United States, you will be instrumental in shaping the future of customer engagement for our groundbreaking healthcare AI solutions. This pivotal role involves building and leading high-performing teams dedicated to maximizing customer satisfaction, ensuring unwavering retention, and driving strategic expansion within our provider network.
• • Your primary responsibility will be to architect and implement robust systems and processes that govern the entire customer lifecycle. This includes meticulous planning for recruitment, seamless onboarding, comprehensive enablement, and rigorous operational performance management. You will be the linchpin in ensuring our healthcare partners derive maximum value from Hippocratic AI's offerings, fostering deep, trusted relationships with key stakeholders across these organizations.
• • Reporting directly to our Chief Customer Officer, you will play a critical role in defining and executing the overarching customer experience strategy during a period of significant growth and scaling. This is an opportunity to not just manage, but to truly innovate and lead within a category-defining company.
• • **Team Building and Leadership:** You will partner closely with the Talent Acquisition team to identify, recruit, onboard, and mentor a world-class customer success organization. This includes building out teams of Customer Success Executives, Customer Success Leaders, Technical Support Specialists, and Implementation Experts. Crucially, you will establish supporting systems and processes that empower the Customer Success team to scale rapidly while maintaining the highest standards of excellence and customer satisfaction.
• • **Strategic Development and Execution:** Develop and execute a comprehensive customer success strategy that is intrinsically aligned with Hippocratic AI’s core mission of prioritizing safety in healthcare and its broader business objectives. This strategy will guide how we engage with, support, and grow our provider relationships.
• • **Cultivating Deep Customer Relationships:** Establish and actively nurture trusted, long-term relationships with healthcare organizations. Your focus will be on ensuring these partners consistently achieve their desired clinical and operational outcomes through the effective utilization of Hippocratic AI’s solutions.
• • **Driving Retention and Expansion:** Implement proactive strategies to drive exceptional customer retention rates. Simultaneously, you will be responsible for identifying and capitalizing on opportunities for upselling and cross-selling, thereby contributing to a strong and sustainable net retention rate.
• • **Championing the Voice of the Customer:** Act as the primary advocate for our customers within Hippocratic AI. You will collaborate closely and cross-functionally with our Product, Engineering, and Sales teams to ensure customer feedback is integrated into strategic planning, priorities are aligned, and the overall customer experience is continuously enhanced.
• • **Achieving Operational Excellence:** Design, implement, and continuously refine key customer success metrics, essential tools, and efficient processes. This will enable accurate performance measurement, data-driven decision-making, and ongoing improvements in operational efficiency and effectiveness.
• • **Proactive Problem Resolution:** Serve as a critical escalation point for complex customer issues. You will ensure that all customer concerns are addressed with urgency, effectiveness, and a commitment to maintaining customer trust and satisfaction.
• • **Geographic Focus:** This role specifically targets the South East United States, requiring a nuanced understanding of the healthcare landscape and provider networks within this region.