Customer Success Executive

What You Will Accomplish
By day 90: you will have taken over a portfolio of live health system accounts, built an outcomes baseline for each, and delivered your first executive business review presenting measured program performance against the metrics the customer bought. You will have mapped the full stakeholder landscape in each account and identified at least one qualified expansion opportunity per account.

At 12 months: you will have delivered gross retention on your book, sourced and influenced expansion into new use cases across multiple health systems, established the outcomes reporting model HAI uses with all provider customers, and converted at least one customer into a public reference.

The Team
You'll report into Customer Success leadership and work alongside Implementation, Clinical, Product, Engineering, and Sales. You'll partner with health system CNOs, CMOs, VPs of Care Management and Population Health, service line leaders, quality teams, and nursing operations. This role requires equal parts executive presence and operational credibility with the floor.

What You'll Do
Own retention and growth on a named book of health system accounts — carry gross and net retention targets, own the renewal narrative, and source and influence expansion into new use cases and service lines

Build and defend the outcomes case — define, instrument, and report the metrics each health system bought (readmission reduction, care gap closure, contact and completion rates, nursing time returned to the bedside, cost per completed outreach) and translate them into an executive-ready business case

Run quarterly and annual executive business reviews with clinical, operational, and financial leadership — performance, peer benchmarking, and the agenda for next quarter

Drive adoption and durable workflow change across nursing and clinical operations after go-live, preventing the adoption decay that quietly kills renewals

Identify, qualify, and shape expansion opportunities — surface the next use case, build the business case with the customer, and partner with Sales to close; you source and shape, Sales signs

Maintain account health scoring and risk forecasting — give leadership an honest, early, specific read on which accounts are at risk and why

Location Requirements
This is a field-facing role. Health systems expect presence, and our best customer relationships are built onsite. Expect 25–40% travel, including regular multi-day visits for executive reviews, adoption work, and clinical rounding, with overnight and out-of-state trips. Periodic travel to our Menlo Park headquarters is expected.

Required Qualifications
Minimum 5 years in customer success, account management, client partnership, or strategic accounts — with at least 4 years serving health systems, hospitals, health networks, or provider organizations

Demonstrated ownership of commercial outcomes on a named book — retention, renewal, or expansion targets you were personally measured against, with specific results

Executive presence with health system leadership — a track record of running business reviews with C-suite and VP-level clinical, operational, and financial stakeholders

Fluency in health system operations and clinical workflow — how care teams work, how quality is measured, and how capital and operating decisions get made

Proven ability to build a quantified outcomes case and present ROI to a skeptical financial audience

Bachelor's degree from an accredited university

Preferred Qualifications
Background at a healthcare SaaS or health AI company serving providers, in a role where implementation was a separate function

Health system operator experience — nursing leadership, care management, population health, quality, or service line administration

Clinical license (RN, LPN, or similar) or prior clinical practice

Healthcare consulting or transformation experience with provider clients

Familiarity with EHR ecosystems (Epic, Cerner, Athena) and how they shape what is operationally possible

Experience with patient engagement, virtual care, or care management platforms

Track record of converting customers into references, case studies, or conference co-presentations

Experience in a role where CS carried a quota or formal revenue responsibility