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.

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.

• 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.

• 4–6+ years in CS Operations or a closely related function in B2B SaaS.
• Hands‑on AI agent or workflow deployment — 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 — understand how to write, test, and iterate on prompts; know what makes an agent reliable vs. just impressive in a demo.
• Strong written communication: will 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.

• 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.

• Required:
  
  Claude, Vitally, Salesforce, Zendesk,…