Remote
Remote
Senior
Full Time
about 2 months ago
💰$110,000 - $125,000
remotehealthcareAIcustomer_success_operationsB2B_SaaS
Requirements
- •4–6+ years in Customer Success Operations or a closely related function in B2B SaaS
- •Hands-on experience deploying AI agents or workflows using LLM-based automations such as Claude or GPT-4 that reduced measurable human effort
- •Working knowledge of prompt engineering fundamentals including writing, testing, and iterating on prompts
- •Strong written communication skills for writing and refining agent copy, escalation logic, and internal documentation
- •Ability to prioritize effectively in ambiguous and urgent situations
- •Familiarity with data privacy considerations in enterprise software, especially customer data handling
What You'll Do
- •Audit AI agents across the Customer Success team and document existing agents, quality gaps, and governance needs
- •Define standards for AI agent building, testing, and maintenance including prompt quality, escalation logic, tone, and accuracy thresholds
- •Activate and configure AI features in existing Customer Success tools, including setup, testing, and rollout
- •Monitor AI agent performance using metrics such as CSAT, deflection rates, resolution accuracy, and escalation patterns and act on findings
- •Design seamless handoff points between AI agents and human Customer Success Managers preserving context and customer experience
- •Partner with Legal and Compliance to ensure AI agent interactions comply with HIPAA and do not inappropriately surface PHI
- •Develop a shared framework for AI agent building including libraries, approved tools, and quality standards to scale experiments safely
- •Own, administer, and improve the Customer Success tooling stack including Vitally, Salesforce, Zendesk, and Zapier
- •Maintain CRM data integrity, health scoring logic, and reporting infrastructure for Customer Success Managers and leadership
- •Build and maintain playbooks, process documentation, and onboarding materials for the Customer Success team
- •Produce recurring reports on retention, expansion, CSAT, and Customer Success Manager productivity for leadership
- •Identify and eliminate manual work through light automation prior to formal AI agent deployment
Nice to Have
- •Experience designing agent governance frameworks including prompt quality standards, escalation logic, tone guidelines, accuracy thresholds, and testing protocols
- •Background in LLM evaluation, AI product management, or agentic workflow tooling such as n8n, Make, or Zapier AI
- •Experience in healthtech or working with regulated data environments and eagerness to learn HIPAA constraints related to AI outputs
- •Exposure to HL7, FHIR, or EHR ecosystem concepts or ability to develop technical domain fluency quickly
- •Experience with Customer Success platforms such as Vitally, Salesforce, Zendesk, or comparable tools
Benefits
- •100% remote first culture (must be based in the US)
- •Unlimited Flexible Time Off
- •15+ Observed Holidays
- •Rest & R^Charge days (guaranteed a 3-day weekend each month)
- •R^Charge (6 weeks paid sabbatical + stipend)
- •401k match 50% for up to 8% on Day 1
- •Medical/Dental/Vision Benefits on Day 1
- •HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program
- •Paid Parental Leave (16 weeks)
- •Productivity Stipend & Wellness Fund
- •Redox Issued MacBook
- •Virtual and/or in-person Team & Company Events
- •Stock Options
- •Employee Referral Bonus Program
About Redox
Redox is an EHR integration and healthcare platform that accelerates the development and distribution of healthcare software solutions.
Madison, WI, US
100 - 250
Healthcare