Customer Success Manager

3 weeks ago

Palo Alto, United States Hippocratic AI Full time

About Us:

Hippocratic AI is harnessing generative AI to augment the workforce of healthcare professionals with an infinitely scalable set of generative AI nursing, care coordination, clinical administration, and customer service agents that unlock an unprecedented level of care and service at low cost without sacrificing quality or safety. Its initial product is a staffing marketplace for healthcare where health systems, payors, and others can “hire” generative AI agents that complete low-risk, non-diagnostic, patient-facing healthcare tasks to help solve the massive shortage of healthcare nurses, social workers, and nutritionists in the US and worldwide. The company believes that generative AI will transition us to a world of healthcare abundance for the first time in human history. In leveraging this technology, Hippocratic AI envisions its range of AI agents as the force multiplier of health professionals to raise the standard of care and improve outcomes by significantly increasing patient interaction well beyond what would be possible through human staff alone. The company has partnered with numerous leading innovators across the healthcare ecosystem, has received a total of $120M in funding, and is backed by leading investors, including General Catalyst, Andreessen Horowitz, Premji Invest, and SV Angel.



Position Overview:

We are seeking a highly motivated and experienced Customer Success Manager 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 manage customer relationships, product deployment, program delivery, 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.
  • As a project manager, I will lead all product implementations and operational execution in accordance with Hippocratic’s established implementation methodology, change management approach, and program governance.
  • Work directly with assigned clients to meet ongoing operational needs promptly and efficiently.
  • 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 business's needs, 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, reporting structure & cadence with customer's 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 a 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 for meeting 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.
  • 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.

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