Director of Customer Success - Payor

Director of Customer Success

Hippocratic AI is seeking a Director of Customer Success to lead our most strategic payor partnerships and a high-performing team of Customer Success Executives. In this role, you'll combine executive-level client ownership with hands-on leadership of solution deployment, workflow integration, and measurable impact delivery across health plans and payer organizations.

You'll be a player-coach directly managing enterprise payor relationships while mentoring and developing a team that delivers scalable, repeatable success across our client base. You'll also help shape 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.

What You'll Do :

• 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.
What You Bring :
• Must-Have :
• 812+ 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.
• Nice-to-Have :
• Experience with AI, digital health, or automation solutions tailored to payor operations.
• Background in consulting, payer operations, or digital transformation within health plans.
• Familiarity with regulatory, compliance, or data governance considerations (e.g., CMS, NCQA, HIPAA).
• 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. If anything