Customer Success Operations & AI Agent Manager
New
Must be based in the USFull-TimeManager
Salary$110,000 - $125,000 a year
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Job Details
- Experience
- 4–6+ years
- Required Skills
- SalesforceZendeskPrompt EngineeringLLM
Requirements
- 4–6+ years in CS Operations or a closely related B2B SaaS function.
- Proven hands-on experience building and shipping LLM-based automations (e.g., Claude, GPT-4).
- Working knowledge of prompt engineering fundamentals and agent reliability testing.
- Strong written communication skills for documentation and agent logic.
- Experience managing CS platforms such as Vitally, Salesforce, or Zendesk.
- Familiarity with data privacy considerations in enterprise software environments.
- Strong prioritization skills in fast-paced or ambiguous work settings.
- Demonstrated ability to develop technical domain fluency in healthtech concepts like HL7 or FHIR.
Responsibilities
- Audit existing AI agents across the CS team to identify quality gaps and define maintenance standards.
- Define and implement governance for AI agent prompt quality, escalation logic, tone, and accuracy.
- Configure and deploy AI features within CS tools, including ongoing testing and performance monitoring.
- Design seamless handoff processes between AI agents and human CSMs.
- Collaborate with Legal and Compliance to ensure all AI interactions adhere to HIPAA obligations.
- Administer and improve the CS tooling stack, including Vitally, Salesforce, Zendesk, and Zapier.
- Maintain CRM data integrity, health scoring logic, and reporting infrastructure.
- Produce recurring analytics on retention, expansion, CSAT, and CSM productivity.
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