Head of Customer Success – Operations

🕒 Junho 26

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $191.500 - $204.000 / ano

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

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Tebra

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

🏥 Saúde

💼 Consultoria

📣 Marketing

💰 Debt Financing em 2022-07

Healthcare • Consulting • Marketing

A Tebra é uma plataforma tecnológica abrangente projetada para otimizar as operações de consultórios de saúde independentes. Ela fornece uma solução completa que otimiza a eficiência do consultório integrando registros de saúde eletrônicos, gestão do ciclo de receita e agendamento de pacientes com mais de 130 sistemas de saúde. A Tebra oferece ferramentas para o crescimento do consultório, experiência do paciente, prestação de cuidados, faturamento e pagamentos e insights de dados. A plataforma ajuda consultórios a atrair mais pacientes, gerenciar sua reputação, melhorar a experiência do paciente e automatizar operações, garantindo total segurança e conformidade com a HIPAA. A Tebra é adaptada para as especialidades de medicina da família, pediatria, cuidados primários e psicologia, permitindo que ofereçam melhores cuidados, recebam pagamentos mais rapidamente e obtenham insights mais profundos através de uma gestão prática baseada em dados.

Descrição

• Personally onboard and support every provider in the initial Alpha cohort — handle every inbound question manually for the first 6–8 weeks to build deep product and customer intuition. • Record and transcribe every provider call to build a structured question taxonomy that will serve as the foundation of the AI agent knowledge base. • Own the AI CS agent corpus: structure and synthesize rotating engineer inputs weekly, prune and publish the knowledge base, and evaluate agent responses for accuracy and PHI compliance. • Comfortable owning the AI agent corpus as a product artifact — this is a content and systems ownership function, not just a tooling decision. • Define and document the PHI routing protocol before the first provider is onboarded — establishing clear rules for what routes to AI, what routes to a human, and what requires immediate clinical escalation. • Identify and onboard a licensed clinical consultant (LCSW, LPC, or LMFT) on retainer within 30–60 days post-launch to serve as the escalation path for red-line clinical accuracy events. • Build the Nitro CS runbook, CE rotation handoff documentation, trust-repair scripts, and provider communication playbook — documenting in real time, not after the fact. • Own the long-term CS strategy: develop the hiring and integration plan, team structure, metrics framework (CSAT, resolution rate, retention), and CS tool stack decisions. • Exchange learnings on best practices with Customer Success Learning and Enablement team to ensure AI knowledge base strategies and AI knowledge protocols are aligned. • Lead AI CS agent platform evaluation at Week 4 and manage deployment at Week 6–8 using the question taxonomy built through direct provider interactions. • Partner with the GTM / Growth Lead on referral generation, surfacing provider satisfaction signals and identifying optimal moments to request introductions. • Ensure all CS operations and provider interactions maintain strict HIPAA compliance, with particular sensitivity to PHI handling in a mental health documentation context.

🎯 Requisitos

• 7–10 years in customer success, with at least one “first CS hire” or “built the function from scratch” experience at a SaaS company. • Has hired and built a CS team before — this is not a first leadership opportunity. • Healthcare-adjacent experience is strongly preferred; a mental health background or familiarity with clinical workflows is a meaningful differentiator. • PHI-fluent: understands HIPAA obligations in practice, what can and cannot be communicated over which channels, and what constitutes a clinical escalation versus a product support ticket. • Player-coach by disposition: genuinely energized by working directly with customers in Month 1, and equally motivated to build the system that scales that work in Month 6. • Comfortable owning the AI agent corpus as a product artifact — this requires content strategy and systems thinking, not just tooling familiarity. • Experience with CS platforms, ticketing systems, and AI-assisted support tools; willingness to evaluate and select the right stack from scratch. • Strong verbal and written communication skills, with demonstrated ability to navigate sensitive clinical or emotionally charged customer interactions with empathy and professionalism. • Comfortable making judgment calls in ambiguous situations, including routing decisions that sit at the intersection of product support and clinical risk. • Highly fluent with AI tools in daily workflow — uses AI assistants, automation, and emerging capabilities as a core operating layer, not an occasional shortcut; comfortable evaluating and adopting new tools as the landscape evolves. • Clear vision for AI-driven CS transformation — understands how AI reshapes support operations, deflection strategy, and provider experience, and can lead that transformation proactively rather than reactively; sees the AI agent corpus as a strategic asset, not an IT project.

🏖️ Benefícios

• Health insurance • Wellness programs • Employee Assistance Program • Discount through Dell for work from home basics • Gympass for fitness access