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Customer Success Operations & AI Agent Manager

1 month, 2 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 10

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

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