Customer Success Operations & AI Agent Manager

Remote Customer Success Organization 6 Production Support / Full Time / Remote apply for this job Redox is on a mission to accelerate healthcare
9s 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 6 including Claude, Vitally, Salesforce, Zendesk, and Zapier 6 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 6 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 6 not just the toggle, but the setup, testing, and rollout
• Monitor agent performance via CSAT, deflection rates,...