Director of Customer Success (NorthEast Ohio)

Hippocratic AI is the leading generative AI company in healthcare. We have the only system that can have safe, autonomous, clinical conversations with patients. We have trained our own LLMs as part of our Polaris constellation, resulting in a system with over 99.9% accuracy.

Reinvent healthcare with AI that puts safety first. We’re building the world’s first healthcare‑only, safety‑focused LLM — a breakthrough platform designed to transform patient outcomes at a global scale. This is category creation.

Work with the people shaping the future. Hippocratic AI was co‑founded by CEO Munjal Shah and a team of physicians, hospital leaders, AI pioneers, and researchers from institutions like El Camino Health, Johns Hopkins, Washington University in St. Louis, Stanford, Google, Meta, Microsoft, and NVIDIA.

Backed by the world’s leading healthcare and AI investors. We recently raised a $126M Series C at a $3.5B valuation, led by Avenir Growth, bringing total funding to $404M with participation from CapitalG, General Catalyst, a16z, Kleiner Perkins, Premji Invest, UHS, Cincinnati Children’s, WellSpan Health, John Doerr, Rick Klausner, and others.

Build alongside the best in healthcare and AI. Join experts who’ve spent their careers improving care, advancing science, and building world‑changing technologies — ensuring our platform is powerful, trusted, and truly transformative.

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.

• 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

Location & Travel

• This is an onsite role.

• Candidates must be based in Ohio and be able to travel to a client site in Northeast Ohio weekly (3 days per week).

• Periodic travel to HippocraticAI offices (e.g., Palo Alto) for strategic planning and team sessions.
  

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

Please be aware of recruitment scams impersonating Hippocratic AI. All recruiting communication will come from @hippocraticai.com email addresses. We will never request payment or sensitive personal information during the hiring process.