Customer Success Operations & AI Agent Manager

Lead AI Agent management within CS Operations: audit existing AI agents, define standards for agent quality and maintenance, own activation/configuration of AI features in CS tools, monitor performance metrics, design seamless handoffs between AI agents and human CSMs, ensure HIPAA compliance and PHI restrictions, and scale a shared governance framework. Also own CS tooling stack (Vitally, Salesforce, Zendesk, Zapier), maintain data integrity and reporting, create playbooks and onboarding materials, and drive automation to reduce manual work while delivering reliable agent-driven experiences.