Vice President, Customer Success - Life Sciences

About Hippocratic AI

Hippocratic AI stands at the forefront of generative AI in healthcare, developing the only system capable of safely conducting autonomous clinical conversations with patients. Our proprietary Polaris constellation includes customized large language models with over 99.9% accuracy, making us a pioneering force in medical AI.

Role Overview

We are searching for a Vice President of Customer Success - Life Sciences to lead our engagement with a major strategic life sciences client. This executive position combines full ownership of this flagship account with leadership over a multidisciplinary team of Customer Success Executives and Forward Deployed Engineers, aimed at delivering high-impact technical solutions and revenue growth in a dynamic startup setting.

Key Responsibilities

• Serve as the primary executive for the designated large life sciences customer, overseeing account strategy, satisfaction, and commercial expansion.
• Lead and mentor a specialized pod comprising Customer Success Executives and Forward Deployed Engineers, instilling a culture of accountability and continuous enhancement.
• Establish and maintain strong relationships with senior stakeholders including executives and department leaders across commercial, medical affairs, clinical operations, research & development, and IT sectors within the customer organization.
• Manage enterprise deployments to ensure seamless alignment with client operational objectives, scientific workflows, and regulatory prerequisites.
• Coordinate technical collaboration between Forward Deployed Engineers and the customer's teams to optimize solution integration tailored to real-world life sciences scenarios.
• Work collaboratively with internal teams in Product, Engineering, and Sales to translate customer insights into product improvements and market strategies.
• Define and monitor key customer success indicators such as net revenue retention, while steering change adoption and organizational integration.
• Develop and institutionalize best practices for customer onboarding, training, and workflow integration, creating scalable standard operating procedures for the Customer Success and Engineering pod model.
• Drive account growth through identifying opportunities for upselling and cross-selling across various customer business units.
• Represent Hippocratic AI at industry events, establishing our reputation as a trusted innovator in life sciences AI.

Qualifications & Experience

• Bachelor’s degree from a recognized university.
• Between 10 to 15 years of experience in the life sciences domain (including pharmaceutical, biotechnology, medical devices, or contract research organizations), with a minimum of 7 years in senior customer-facing leadership roles.
• Demonstrable success owning major strategic enterprise accounts and managing cross-disciplinary teams focused on customer success and technical delivery.
• In-depth familiarity with life sciences operational processes encompassing commercial functions, medical affairs, clinical operations, and R&D.
• Experience steering cross-functional projects within startup or high-growth technology environments.
• Strong executive communication skills capable of engaging C-suite leaders and senior stakeholders effectively.
• Proven track record in delivery excellence, managing change, and achieving quantifiable outcomes.
• Expertise in constructing customer success strategies, team frameworks, and scalable processes beyond mere execution.
• Technical knowledge sufficient to oversee Forward Deployed Engineers and engage confidently with client technical personnel.

Preferred Skills

• Familiarity with AI technologies, digital health platforms, or clinical/scientific decision support products.
• Background in consulting or healthcare operations transformation.
• Knowledge of life sciences regulatory, compliance, and data governance standards, including GxP, HIPAA, and 21 CFR Part 11.
• Experience with pricing, packaging, or go-to-market planning in healthcare SaaS contexts.

Additional Information

This role is based onsite in Menlo Park, CA, requiring presence five days per week to foster collaboration and team culture. Hippocratic AI maintains strict recruitment policies—official communications occur only via @hippocraticai.com addresses; candidates should beware of fraud attempts. Joining this team means contributing to the creation of healthcare-focused AI designed to transform patient outcomes through safe, innovative technologies.