Head of Customer Success & Operations
Core
Founding Head of Customer Success & Operations building a scalable CS strategy, AI agent corpus, and team infrastructure for Tebra's innovation features while personally onboarding providers.
Role type
Founding Head of Customer Success & Operations (Player-Coach)
Builds
Scalable CS strategy, AI agent knowledge base, team infrastructure, and provider onboarding processes
Domain
Healthcare SaaS / Mental Health EHR / AI Customer Support
Deliverable
production ML models | product features
Required skills
Building CS functions from scratch, managing AI agent knowledge bases, defining PHI routing protocols, hiring licensed clinical consultants, developing CS strategies and metrics frameworks, evaluating AI support tools, ensuring HIPAA compliance
Preferred skills
Healthcare-adjacent experience, mental health background, familiarity with clinical workflows, fluency in HIPAA obligations, experience with CS platforms and ticketing systems, high fluency with AI tools in daily workflow
Technologies
AI assistants, automation tools, emerging AI capabilities, CS platforms, ticketing systems
Responsibilities
Personally onboard and support every provider in the initial Alpha cohort, record and transcribe provider calls to build an AI agent knowledge base, own the AI CS agent corpus content and systems, define and document PHI routing protocols, identify and onboard a licensed clinical consultant, build CS runbooks and playbooks, own the long-term CS strategy including hiring plans and metrics, lead AI CS agent platform evaluation and deployment, partner with GTM on referral generation, ensure strict HIPAA compliance in provider interactions
Seniority
Founding, hands-on IC with leadership responsibilities