Customer Success Operations & AI Agent Manager

Redox is on a mission to accelerate healthcare’s transformation with useful data, and they are seeking a Customer Success Operations & AI Agent Manager to enhance their Customer Success Organization. This role involves managing AI agents, improving CS operations, and ensuring the integrity of the tooling stack to optimize customer success workflows.

Responsibilities:

• 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
• 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

Requirements:

• 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
• Required: Claude, Vitally, Salesforce, Zendesk, Zapier
• 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
• Preferred: SQL or data visualization tooling; additional automation or integration platforms