Director, Customer Success (akron, OH)

Director Of Customer Success

Hippocratic AI is seeking a Director of Customer Success to lead a pod of enterprise health system accounts and a high-performing team of Customer Success Executives. In this role, you will combine senior 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 to deliver scalable, repeatable success across your book of business. You execute against established playbooks and processes, and contribute to refining them over time. 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 point of contact for your assigned health system accounts, 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

Execute best practices for onboarding, training, and workflow integration within your teams

Support future team growth by mentoring junior team members and contributing to hiring and onboarding new Customer Success Executives

This is an onsite role based in Northeast, OH, with five days per week at the client site and occasional travel to Hippocratic AI headquarters (Palo Alto, CA) 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 at the health systems (CNO, CMO, COO)

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.