Customer Success Operations – AI Agent Manager

🕒 June 23

🇺🇸 United States – Remote

💵 $110k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Redox

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

Redox is a company specializing in healthcare data interoperability. It provides a platform that facilitates real-time data exchange for vendors, providers, and payers in the healthcare industry. With over 7,300 connected healthcare organizations, Redox enables efficient data exchange and processing, helping to improve patient care and streamline operations. The platform supports massive data transactions, maintains high uptime, and is certified for security standards like HITRUST. Redox is renowned for integrating EHR systems, improving AI and machine learning outcomes, and enhancing patient and member experiences. Its solutions are trusted by key players in the healthcare sector to manage and consolidate healthcare data effectively.

📋 Description

• Own our CS tooling stack — including Claude, Vitally, Salesforce, Zendesk, and Zapier • 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 • 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 • 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

🏖️ 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