Enterprise Customer Success/Operations Specialist

Kairon Health•New York, NY

42d•$85,000 - $110,000•Remote

About The Position

Kairon is the execution layer for healthcare. We turn fragmented claims and clinical data into workflows that help ACOs and health networks actually capture their shared savings — not just measure them after the fact. We are a seed-stage team of under 10, working with live customers managing real patient populations, and we are AI-native by construction. Our early customers are getting real value; now we are solving the most interesting operational puzzle in a startup — how do we do this 10x without breaking? You are the daily engine of Enterprise Customer Operations, reporting to the Director of Customer Operations. Where the Director designs and leads how we onboard, retain, and grow customers, you make it run — turning customer needs into clear, scoped work, keeping account workstreams on track across teams, and closing every loop back to the customer. You live in the seam between customers and engineering, and you’re also the person who spots where a customer could be getting more value from the platform and surfaces it. When a customer says “our numbers look wrong,” you are the one who figures out whether it is a real bug or a misread before an engineer ever touches it.

Requirements

5 years in operations, implementation, technical support, or consulting where you owned execution and outcomes.
Strong written communication — a diplomatic customer email and a crisp engineering handoff, and you know the difference.
Highly organized; energized, not overwhelmed, by juggling many small, important things at once.
Data fluency: comfortable in spreadsheets and structured data; can spot a duplicate row, a bad identifier, or a metric that jumped for the wrong reason.
Daily AI-tool user — because you found it makes you faster, not because you were told to.
Systems-thinker: your instinct on a recurring problem is to fix the process, not just the instance.

Nice To Haves

Healthcare, value-based care, or ACO exposure — or genuine eagerness to learn the vocabulary of shared savings, quality measures, and AWVs.
SQL, Snowflake, or dashboard and analytics familiarity.
Experience supporting software implementations or customer onboarding.

Responsibilities

Daily support triage: Turn every customer message into clear, owned, and due-dated work using our internal scoping process; keep the “waiting on us” queue moving toward zero.
First-line troubleshooting: Reproduce data and metric issues, gather evidence, and resolve directly when possible or hand Engineering a clean, actionable ticket.
Customer health & adoption monitoring: Track account KPIs, product usage, and trends; identify low engagement, risks, and opportunities and surface them to your Director for proactive follow-up.
Customer value analysis: Analyze how accounts use the platform and translate findings into clear insights and recommendations for your Director and client stakeholders.
Proactive communications support: Leverage usage analytics, support trends, and recurring customer needs to identify opportunities for proactive customer education, communications, and outreach.
Renewal & growth support: Maintain a working understanding of account performance and contribute analysis and materials to renewal and expansion conversations led by your Director and Enterprise Growth.
Operational coordination: Keep account workstreams moving day-to-day across Engineering, Product, and Sales, ensuring requirements are clearly scoped and nothing stalls between teams.
Client meeting support: Support with preparation of materials, join client calls, capture follow-ups; your Director will lead or co-lead the majority of key-account meetings.
Onboarding execution: Support with onboarding checklists, roster and configuration validation, user setup, and training materials to keep implementations on track.
Voice of the customer: Bring customer feedback, recurring themes, and support trends into internal discussions to inform product improvements and customer strategy.
Knowledge base management: Continuously improve customer-facing resources based on user analytics, support trends, and customer feedback—identifying opportunities to create new content or optimize existing resources.
Weekly operating cadence: Run the high-priority requirements report and proactively prepare for bug blitzes and other internal/external meetings; support customer health reporting and ensure product release workflows enable proactive customer communications ahead of launches.