Customer Success Operations – AI Agent Manager

Redox

Customer Success Operations & AI Agent Manager at Redox enhancing real-time healthcare data exchange through AI workflows and agent management. Owning CS tooling stack and ensuring compliance with regulations.

Posted 6/23/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $110,000 - $125,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI agent deploymentworkflow automationprompt engineeringLLM-based automationsdata analysisCSAT monitoringdeflection rate analysisresolution accuracyescalation pattern analysislight automation

Soft Skills

strong written communicationcomfort with ambiguityprioritizationcollaborationproblem-solvingattention to detailadaptabilitycritical thinkingorganizational skillscustomer-centric mindset