RemoteLeaf Logo
Log in Sign up

Customer Success Operations & AI Agent Manager

4 weeks ago
United States
Full-time
Senior
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
CRM HIPAA LLM Salesforce SQL
Apply Now
Redox

Redox

Redox is a top integration platform enabling seamless interoperability between healthcare software and EHRs, accelerating implementations, reducing costs, and empowering healthcare innovators to bring cutting-edge solutions to market efficiently.

Internet Software & Services
51-250
$95M raised
View All Jobs 9

Description

  • Audit existing AI agents across the customer success team and identify quality gaps, governance needs, and opportunities for standardization.
  • Define standards for building, testing, maintaining, and monitoring AI agents, including prompt quality, escalation logic, tone, and accuracy thresholds.
  • Own the activation, configuration, testing, and rollout of AI features in customer success tools.
  • Monitor agent performance using CSAT, deflection rates, resolution accuracy, and escalation patterns, and make improvements based on results.
  • Design seamless handoff points between AI agents and human CSMs while preserving customer context.
  • Partner with Legal and Compliance to ensure agent interactions meet HIPAA requirements and avoid inappropriate PHI exposure.
  • Create shared frameworks, libraries, approved tools, and quality standards to scale agent-building across the team.
  • Administer and continuously improve the customer success tooling stack, including Vitally, Salesforce, Zendesk, Zapier, and Claude.
  • Maintain CRM data integrity, health scoring logic, and reporting infrastructure used by CSMs and leadership.
  • Build and maintain playbooks, process documentation, onboarding materials, and recurring reporting for the CS organization.
  • Identify and eliminate manual work through light automation, even before formal AI agent deployment.

Requirements

  • 4–6+ years of experience in CS Operations or a closely related function in B2B SaaS.
  • Hands-on experience deploying AI agents or LLM-based workflows that reduced measurable human effort in a business context.
  • Working knowledge of prompt engineering fundamentals, including how to write, test, and iterate on prompts.
  • Strong written communication skills for creating agent copy, escalation logic, and internal documentation.
  • Comfort with ambiguity and a track record of prioritizing effectively in fast-moving environments.
  • Familiarity with data privacy considerations in enterprise software, especially around customer data handling.
  • Experience designing agent governance frameworks, including testing protocols, quality standards, and escalation guidelines (preferred).
  • Background in LLM evaluation, AI product management, or agentic workflow tooling such as n8n, Make, Zapier AI, or similar (preferred).
  • Experience in healthtech or regulated data environments, or a willingness to quickly learn HIPAA constraints as they apply to AI outputs (preferred).
  • Exposure to HL7, FHIR, or EHR ecosystem concepts, or the ability to build technical domain fluency quickly (preferred).
  • Experience with CS platforms such as Vitally, Salesforce, Zendesk, or comparable tools (preferred).
  • Required tools: Claude, Vitally, Salesforce, Zendesk, and Zapier.
  • Preferred tools: SQL, data visualization tooling, and additional automation or integration platforms.
  • Must be eligible to work in the U.S. and reside and work in the continental U.S.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Lucid Motors

Staff Supply Chain Manager, Thermal

Lucid Motors 1K-5K Automotive

Lucid Motors is hiring a Staff Supply Chain Manager to lead global sourcing for thermal systems, managing commodity strategy, supplier negotiations, and cross-functional delivery for vehicle programs.

United States Full-time Lead Operations Manager
SAP
16 hours, 47 minutes ago
unybrands

Global Trade Compliance Senior Analyst

unybrands 51-250 Internet Software & Services

unybrands is seeking a Trade Compliance Manager to run day-to-day global customs compliance and tariff classification across its brand portfolio.

United States Senior Operations Manager
ERP NetSuite
16 hours, 47 minutes ago
Lucid Motors

Sr. Global Supply Chain Manager- BIW

Lucid Motors 1K-5K Automotive

Lucid Motors is hiring a Sr. Global Supply Manager to lead supplier sourcing, negotiations, and production readiness for the BIW team across the product lifecycle.

United States Full-time Senior Operations Manager
ERP SAP
16 hours, 47 minutes ago
F

Ground Operations Lead -Chennai (Contractual)

Flix SE 1001-5000 Travel tech

Flix is hiring a Chennai-based Ground Operations Lead to oversee intercity travel operations, station execution, and vendor coordination as the company expands in South India.

India Contract Mid Level Operations Manager
16 hours, 47 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers