Customer Success Executive

📋 Description

• Act as a forward-deployed implementation and customer success leader, dedicating several days each week to onsite client locations.

• Take ownership of post-sale delivery, which includes workflow exploration, solution configuration, rollout, and adoption within nursing and clinical operations.

• Cultivate and sustain robust relationships with healthcare personnel, operational leaders, executives, and IT teams, serving as a trusted advisor and execution partner.

• Spearhead product implementations, with an emphasis on aligning solutions with nursing workflows and operational processes.

• Educate nursing teams and other healthcare staff on the effective utilization of Hippocratic AI solutions, ensuring continual adoption and measurable, lasting success.

• Discover opportunities to enhance workflows and patient care outcomes through the use of AI tools, particularly in bedside care and broader healthcare operations.

• Oversee daily client relationships, ensuring effective communication and addressing any operational issues.

• Work in collaboration with internal teams, such as product, sales, and engineering, to communicate client feedback, influence roadmap priorities, and enhance user experiences.

• Establish and monitor metrics to evaluate success, including patient care outcomes, team adoption rates, and operational efficiencies—presenting results to both client and internal stakeholders.

• Partner with client leadership teams to disseminate best practices from AI implementation, including presenting at conferences and webinars regarding the impact of AI in Nursing and Health System Operations.

• This position requires a minimum of 20-40% travel, which may involve overnight stays or out-of-state trips.

⛳️ Requirements

• A Bachelor's degree from an accredited institution is mandatory.

• At least 5 years of experience in health systems, encompassing customer success, account management, or project management.

• Proven experience in leading complex, onsite implementations within clinical or operational healthcare settings.

• Outstanding skills in building relationships across an organization, from frontline staff to executives.

• Comprehensive understanding of the healthcare industry, particularly clinical workflows and regulatory compliance.

• Experience collaborating with cross-functional teams in a dynamic startup environment.

• Strong project management capabilities with the ability to handle multiple workstreams onsite.

• Comfort with operating independently in a client-embedded role.

• Ability to meet client-specific credentialing requirements, including drug screening and proof of necessary vaccinations or immunizations as mandated by the healthcare facilities where deployment occurs.

• Familiarity with deploying or scaling technology (AI, digital health, or enterprise SaaS) in healthcare environments.

• Advanced understanding of healthcare workflows and compliance standards.

• Background in healthcare consulting, transformation initiatives, or system-wide implementations.

• Experience presenting outcomes and best practices at conferences or executive forums.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development