Customer Success Operations & AI Agent Manager at Redox (Remote)

About the role

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 the role

Opportunity & Impact

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

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

Customer Success Operations & AI Agent Manager

Summary

About the role

Opportunity & Impact

Job Responsibilities

Required Skills & Experience

Preferred Skills & Experience

Software Platform/Tools

Related jobs

Customer Success Operations & AI Agent Manager

Summary

About the role

Opportunity & Impact

Job Responsibilities

Required Skills & Experience

Preferred Skills & Experience

Software Platform/Tools

Related jobs