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Vice President, Customer Success (Seattle, WA)

Hippocratic AI· S&M
Apply on company site
United StatesFull-timePosted 2mo ago

About the role

VP of Customer Success for Payors at Hippocratic AI, leading a payer-focused CS organization to drive satisfaction, retention, and expansion across health plan and managed care customers; design and scale playbooks, processes, and team structures to deliver measurable impact.

Responsibilities

  • Build and lead a world-class payer CS team by recruiting, onboarding, mentoring, and developing customer success executives, CS leaders, technical specialists, and implementation experts; create scalable systems and processes.
  • Develop and execute a comprehensive payer customer success strategy aligned with mission and objectives, tailored to health plans and managed care organizations.
  • Establish and nurture trusted relationships with health plans, managed care organizations, PBMs, and other payer entities at executive and operational levels.
  • Drive customer retention and expansion across payer use cases (utilization management, member engagement, care management, prior authorization); identify upsell/cross-sell opportunities while maintaining strong net revenue retention.
  • Serve as the voice of the payer customer; channel feedback to Product, Engineering, and Clinical teams for product evolution and GTM strategy.
  • Implement and refine payer-specific CS metrics and processes (KPI alignment, HEDIS/STARS, MLR impact, member satisfaction, per-member-per-month cost trends, operational efficiency).
  • Act as escalation point for complex payer issues, ensuring timely resolution while navigating payer structures and compliance.
  • Navigate payer ecosystem complexities (CMS, NCQA, state DOI, delegated arrangements, network management, claims/benefits workflows) to align solutions with payer priorities.

Qualifications

  • Bachelor's degree from an accredited university
  • 10–15 years in customer success, account management, or related leadership roles within the payer/health plan industry; 7+ years in customer-facing leadership positions
  • Proven track record in B2B SaaS or healthcare tech serving payer organizations; ability to hit KPIs and drive revenue growth
  • Deep understanding of payer/health plan operations, utilization management, care management, claims processing, network management, and regulatory frameworks (CMS, NCQA, state DOI)
  • Experience working with health plan stakeholders across medical management, population health, quality, IT, and C-suite; ability to translate between clinical, operational, and executive perspectives
  • Strong interpersonal and communication skills; ability to influence cross-functional teams and executives
  • Data-driven mindset; experience using payer metrics (HEDIS/STARS, MLR, per-member-per-month cost trends) to inform strategy
  • Proven experience scaling CS teams and processes in high-growth environments
  • Deep understanding of workflows within health plans and managed care organizations; ability to align AI solutions with payer priorities

Skills

Required:Leadership and people managementPayer/health plan domain knowledgeCustomer success strategyRelationship management with executivesData analysis and KPIs

Benefits

  • Equity
  • Health insurance
  • Other benefits
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Hippocratic AI

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