Customer Success Manager

We are seeking a highly motivated and experienced Customer Success Executive to manage ongoing relationships with Hippocratic AI clients and ensure the success and satisfaction of each Hippocratic program/service they procure. 

The Customer Success Manager will be responsible for customer relationship management, product deployment, program delivery management, and overall client satisfaction. They are the day-to-day operational point of contact for assigned customers and will work closely with Hippocratic AI's sales, operations, product engineering and integration services team to ensure we manage and exceed our customer expectations. 

This role will also serve as a subject matter expert to help Hippocratic AI customers identify opportunities and use cases for leveraging our product across multiple clinical areas and operational teams with defined measurable outcomes. The goal will be to establish a trusted partnership and drive growth with our customers through delivery excellence, business value realization, and health outcomes.

Responsibilities:

• Develop and maintain strong, long-term relationships with key client stakeholders and establish strategies to foster customer loyalty and satisfaction.
• Manage day-to-day relationships with client operational users to create and model a world-class service culture and ensure smooth delivery of Hippocratic products.
• Serve as project manager in leading all product implementations and operational execution consistent with the Hippocratic’s established implementation methodology, change management approach and program governance.
• Work directly with assigned clients to meet ongoing operational needs in a timely and efficient manner.
  • Ensure timely resolution that meets department standards and follow through on client concerns and comments (error resolution).
  • Provide routine feedback to operations and engineering leadership regarding service issues and service expansion opportunities.
  • Actively gather and analyze customer feedback to drive product enhancements and service excellence.
• Maintain routine communications with critical client partners adjusting to the needs of the business including, but not limited to, reporting accuracy and delivery of insights to clients.
• Build and maintain relationships with client partners and key internal stakeholders resulting in:
  • 100% client retention measured by client survey.
  • Establish program success metrics and reporting structure & cadence with customers executive leadership.
  • Meeting existing client KPI targets.
• Employ creative problem-solving skills to tackle challenges and enhance customer experience.
• Collaboration and Coordination:
  • Work closely with technical support, product development, and sales teams to ensure cohesive service delivery and customer success.
  • Act as a liaison between the customer and internal teams, facilitating effective communication and collaboration.
  • Collaborate with sales, technology and operations to ensure consistent understanding of customer needs
  • Drive new program implementation activity to the satisfaction of the client and internal work groups.
  • Understanding and delivery of reporting/contractual obligations
  • Create and maintain project planning documents and hold all areas accountable to meet deadlines
  • Create shared understandings of possible gaps.
  • Partner with leadership to facilitate prioritization of milestones and client commitments across operations, product and technology teams
• Leverage customer success to drive new opportunities through referrals, webinars and joint event/conference participation working with Hippocratic’s executive leadership, engineering/operations teams and marketing support teams.
• Provide feedback to our product engineering team on product improvements and new features based on customer engagement and competitive intelligence.
• Develop and maintain a deep understanding of our product roadmap and our implementation strategy.

Requirements:

• Bachelor’s degree required. MBA preferred.
• 5-10 years working with executive-level clients in the healthcare, health-tech, and/or pharma space.
• Must be willing and able to travel (50%) as needed. 
• Expert-level proficiency in Microsoft Office.
• Prior experience working in client relations or a similar field is preferred.  
• Excellent written and oral communication skills.
• Well-organized, detail-oriented, with a high degree of ownership of work.
• Collaborative in approach.
• Open-minded willingness to create solutions to problems working with Operations and Clients. 
• Comfortable interacting with all levels of internal staff, management, and client partners.

• Ability to work in a fast-paced environment, prioritize, and balance multiple projects.   
• Team player mentality, results-driven, proactive & able to work autonomously.
• Flexible, embracing change in rapidly evolving work and market environment.

About Hippocratic AI

Hippocratic AI is building a safety focused large language model (LLM) for the healthcare industry. We believe that generative AI has the potential to massively increase healthcare access the world over but has to be built and tested responsibly. Like the Hippocratic oath that doctors take, we are building a model that aims to “Do no Harm.”