Customer Success Operations & AI Agent Manager

Redox is on a mission to accelerate healthcare’s transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange. With just one connection, data can be orchestrated across a growing network of 12,000+ systems and organizations, including 100+ electronic health record systems (EHRs). Redox processes over 1.2 billion messages per month across our health tech vendor, provider, payer, EHR, and life sciences customers. Opportunity & Impact The CS Ops & AI Agent Manager sits at the center of how our Customer Success Organization operates, scales, and innovates. You will own our CS tooling stack — including Claude, Vitally, Salesforce, Zendesk, and Zapier — and lead the design and deployment of AI-powered workflows and agents that reduce CSM administrative overhead, improve customer health visibility, and accelerate time-to-value. This role directly shapes how our account management, managed services, support, and solutions engineering teams work every day. Job Responsibilities AI Agent Management: Audit the AI agents already being built across the CS team — document what exists, where quality gaps are, and what needs governance Define standards for how agents are built, tested, and maintained: prompt quality, escalation logic, tone, and accuracy thresholds Own the activation and configuration of AI features in existing CS tools as they are turned on — not just the toggle, but the setup, testing, and rollout Monitor agent performance via CSAT, deflection rates, resolution accuracy, and escalation patterns — and act on what the data shows Design clean handoff points between AI agents and human CSMs, ensuring context is preserved and customers don't feel the seam Partner with Legal and Compliance to ensure agent interactions meet HIPAA obligations and do not surface PHI inappropriately Channel the team's existing agent-building energy into a shared framework — libraries, approved tools, quality standards — so individual experiments can be scaled safely CS Operations: Own, administer, and continuously improve the CS tooling stack including Vitally, Salesforce, Zendesk, and Zapier Maintain CRM data integrity, health scoring logic, and reporting infrastructure that CSMs and leadership depend on daily Build and maintain playbooks, process documentation, and onboarding materials for the CS team Produce recurring reporting on retention, expansion, CSAT, and CSM productivity for CS leadership Identify and eliminate manual work through light automation, even before formal AI agent deployment Required Skills & Experience 4–6+ years in CS Operations or a closely related function in B2B SaaS Hands-on AI agent or workflow deployment — you've built and shipped LLM-based automations (using Claude, GPT-4, or comparable tools) that reduced measurable human effort in a business context; awareness of AI tools is not sufficient Working knowledge of prompt engineering fundamentals — you understand how to write, test, and iterate on prompts; you know what makes an agent reliable vs. just impressive in a demo Strong written communication: you'll be writing and refining agent copy, escalation logic, and internal documentation constantly Comfort with ambiguity and a track record of prioritizing well when everything feels urgent Familiarity with data privacy considerations in enterprise software, particularly around customer data handling Preferred Skills & Experience Experience designing agent governance frameworks — prompt quality standards, escalation logic, tone guidelines, accuracy thresholds, and testing protocols Background in LLM evaluation, AI product management, or agentic workflow tooling (e.g., n8n, Make, Zapier AI, or similar) Experience in healthtech or working with regulated data environments — or genuine eagerness to get up to speed on HIPAA constraints as they apply to AI outputs Exposure to HL7, FHIR, or EHR ecosystem concepts — or a demonstrated ability to develop technical domain fluency fast Experience with CS platforms such as Vitally, Salesforce, Zendesk, or comparable tools Software Platform/Tools Required: Claude, Vitally, Salesforce, Zendesk, Zapier Preferred: SQL or data visualization tooling; additional automation or integration platforms About Redox - Take a look here: https://youtu.be/4OjENXR6UXA What We Do Healthcare organizations and technology vendors connect to Redox once, then authorize what data they send to and receive from partners through a centralized hub. Redox's cloud-based platform is vendor and standards-agnostic and enables the secure and efficient exchange of healthcare data. This approach eradicates the need for point-to-point integrations and accelerates the discovery, adoption, and distribution of patient and provider-facing technology solutions. With hundreds of healthcare organizations and technology vendors exchanging data today, Redox represents the largest interoperable network in healthcare. Learn how you can leverage the Redox platform at www.redoxengine.com . Other Stuff About Us Redox is an EEO company. We fully support the diversity of our team. As part of our ongoing work to build more diverse teams at Redox, you will be asked to complete a voluntary EEO survey when applying. This survey is anonymous, we cannot link your application record with your survey responses. We request that you complete this voluntary survey as we run monthly reports for each team which provides data for diversity in terms of gender and ethnic background in our Applicants and our Hired Redoxers. We take this data very seriously and appreciate your willingness and time to complete this step in the process. Successful candidates must be eligible to be employed in the U.S. and must reside & work in the continental U.S. Thank you for your interest in Redox! #LI-TA1