Director of Customer Success - Payor at Hippocratic AI

Palo Alto, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, AI, HealthtechIndustries

Requirements

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

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

Skills

Key technologies and capabilities for this role

Customer SuccessPayor PartnershipsHealthcareTeam LeadershipSolution DeploymentWorkflow IntegrationClient ManagementHealth Plans

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This is an onsite role based in Palo Alto, requiring work five days a week. Only candidates who are currently local or willing to relocate will be considered.

What salary or compensation does this role offer?

This information is not specified in the job description.

What skills and experience are required for this role?

The role requires healthcare expertise, particularly with payors, experience leading Customer Success teams, executive-level client relationship management, and the ability to thrive in startup environments.

What is the company culture like at Hippocratic AI?

The company fosters a culture of accountability, collaboration, and continuous improvement, with a world-class team of healthcare and AI experts working on an innovative mission to revolutionize health outcomes.

What makes a strong candidate for this Director of Customer Success role?

Strong candidates are healthcare-savvy leaders with payor experience who can act as a player-coach, managing enterprise relationships while leading teams, and excel in startup environments to scale customer success.