Head of Customer Success & Operations
New
T
TebraHealthcare SaaS
United States - RemoteFull-TimeManager
Salary191,500 - 204,000 USD per year
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Job Details
- Experience
- 7–10 years
- Required Skills
- Customer SuccessSaaS
Requirements
- 7–10 years in customer success.
- Proven experience building a CS function from scratch at a SaaS company.
- Demonstrated experience hiring and building a CS team.
- PHI-fluent with strong understanding of HIPAA obligations and clinical escalation protocols.
- Player-coach disposition with a willingness to perform direct customer support.
- Proficiency with CS platforms, ticketing systems, and AI-assisted support tools.
- Experience managing content strategy and systems for AI agents.
- Strong verbal and written communication skills for sensitive clinical interactions.
- Ability to make judgment calls in ambiguous situations regarding product support and clinical risk.
- Highly fluent with AI tools in daily workflows.
Responsibilities
- Personally onboard and support every provider in the initial Alpha cohort.
- Record and transcribe provider calls to build a structured question taxonomy for the AI agent knowledge base.
- Structure, prune, and manage the AI CS agent corpus for accuracy and PHI compliance.
- Define and document PHI routing protocols and clinical escalation paths.
- Identify and onboard a licensed clinical consultant for escalation support.
- Build the CS runbook, rotation handoff documentation, and communication playbooks.
- Develop the long-term CS strategy, including hiring plans, metrics framework, and tool stack selection.
- Partner with GTM/Growth teams on referral generation and satisfaction signaling.
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