Customer Success Operations & AI Agent Manager

Role & Responsibilities:

• Manage AI agent deployment across the CS team: document existing agents, define quality standards, and monitor performance via CSAT and deflection rates.
• Own the CS tooling stack: administer Vitally, Salesforce, Zendesk, and Zapier, and build playbooks and reporting for leadership.
• Ensure compliance with HIPAA and partner with Legal on agent interactions, while channeling team energy into shared agent frameworks.

Required Experience:

• 4–6+ years in CS Operations or similar in B2B SaaS, with hands-on AI agent or workflow deployment.
• Strong written communication and prompt engineering fundamentals; comfort with ambiguity and data privacy considerations.
• Familiarity with Claude, GPT-4, or comparable LLM tools, and experience with CS platforms such as Vitally, Salesforce, Zendesk.

Compensation & Benefits:

• Base salary range $110,000–$125,000 per year, plus stock options and comprehensive benefits.
• Unlimited Flexible Time Off, 15+ holidays, monthly R&Charge days, and a 6-week paid sabbatical.
• Medical/Dental/Vision on day 1, 401k match up to 8%, paid parental leave (16 weeks), productivity stipend, and wellness fund.