Tebra
Head of Customer Success & Operations
United States - Remote
Sponsorship not specified$30k-$60kDetected 6 days ago
ComplianceContent MarketingRecruitingCustomer SuccessHIPAAEHR/EMRLeadershipCommunication
About the role
- The Founding Head of Customer Success & Operations is a high-conviction hire for Tebra's Innovation team - and one of the most demanding.
- Comfortable owning the AI agent corpus as a product artifact - this is a content and systems ownership function, not just a tooling decision.
- Identify and onboard a licensed clinical consultant (LCSW, LPC, or LMFT) on retainer within 30-60 days post-launch to serve as the escalation path for red-line clinical accuracy events.
Responsibilities
- Define and document the PHI routing protocol before the first provider is onboarded - establishing clear rules for what routes to AI, what routes to a human, and what requires immediate clinical escalation.
- Build the Nitro CS runbook, CE rotation handoff documentation, trust-repair scripts, and provider communication playbook - documenting in real time, not after the fact.
- understands HIPAA obligations in practice, what can and cannot be communicated over which channels, and what constitutes a clinical escalation versus a product support ticket.
- This is a hands-on, high-touch role that represents the human face to providers through personalized support and onboarding to our innovation features.
- This role will simultaneously build a scalable CS strategy, PHI protocols, AI agent corpus, and long-term team infrastructure.
- Personally onboard and support every provider in the initial Alpha cohort - handle every inbound question manually for the first 6-8 weeks to build deep product and customer intuition.
- Record and transcribe every provider call to build a structured question taxonomy that will serve as the foundation of the AI agent knowledge base.
- Own the AI CS agent corpus: structure and synthesize rotating engineer inputs weekly, prune and publish the knowledge base, and evaluate agent responses for accuracy and PHI compliance.
- Lead AI CS agent platform evaluation at Week 4 and manage deployment at Week 6-8 using the question taxonomy built through direct provider interactions.
- Partner with the GTM / Growth Lead on referral generation, surfacing provider satisfaction signals and identifying optimal moments to request introductions.
Requirements
- Experience with CS platforms, ticketing systems, and AI-assisted support tools
- Strong verbal and written communication skills, with demonstrated ability to navigate sensitive clinical or emotionally charged customer interactions with empathy and professionalism.
Compensation
- In compliance with California's pay transparency laws, the compensation range for this position will be provided and may include an hourly rate, annual salary, or On-Target Earnings (OTE), depending on the nature of the role.
Benefits
- United States: In addition to our healthcare benefits, we also offer amazing perks!
- Check out Gympass for a great workout, or TelusEmployee Assistance Program to find mental health resources, along with other resources for everyday occurrences.
- Costa Rica: To assist with all of life's needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount!
- Check out Gympass for access to health and fitness apps, or Telus Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.
- All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Company info
- 7-10 years in customer success, with at least one "first CS hire" or "built the function from scratch" experience at a SaaS company.
- Player-coach by disposition: genuinely energized by working directly with customers in Month 1, and equally motivated to build the system that scales that work in Month 6.
- We offer a discount through Dell!
- As part of our commitment to a fair and efficient hiring process, Tebra utilizes BrightHire, an interview intelligence platform, for our phone and video screenings.
Equal opportunity
- equal opportunity employer.
This listing is sourced directly from Tebra's careers page and normalized into a canonical job model.