Head of Customer Success & Operations

Tebra

4d•$191,500 - $204,000•Remote

About The Position

The Founding Head of Customer Success & Operations is a high-conviction hire for Tebra’s Innovation team — and one of the most demanding. 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. We are looking for someone who has built a CS function from scratch before and is choosing to do it again at an earlier, higher-stakes stage — a player-coach who finds genuine satisfaction in working directly with customers in Month 1 and writing the playbook that empowers others to do it in Month 6.

Requirements

7–10 years in customer success, with at least one “first CS hire” or “built the function from scratch” experience at a SaaS company.
Has hired and built a CS team before — this is not a first leadership opportunity.
Healthcare-adjacent experience is strongly preferred; a mental health background or familiarity with clinical workflows is a meaningful differentiator.
PHI-fluent: 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.
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.
Comfortable owning the AI agent corpus as a product artifact — this requires content strategy and systems thinking, not just tooling familiarity.
Experience with CS platforms, ticketing systems, and AI-assisted support tools; willingness to evaluate and select the right stack from scratch.
Strong verbal and written communication skills, with demonstrated ability to navigate sensitive clinical or emotionally charged customer interactions with empathy and professionalism.
Comfortable making judgment calls in ambiguous situations, including routing decisions that sit at the intersection of product support and clinical risk.
Highly fluent with AI tools in daily workflow — uses AI assistants, automation, and emerging capabilities as a core operating layer, not an occasional shortcut; comfortable evaluating and adopting new tools as the landscape evolves.
Clear vision for AI-driven CS transformation — understands how AI reshapes support operations, deflection strategy, and provider experience, and can lead that transformation proactively rather than reactively; sees the AI agent corpus as a strategic asset, not an IT project.

Responsibilities

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.
Comfortable owning the AI agent corpus as a product artifact — this is a content and systems ownership function, not just a tooling decision.
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.
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.
Build the Nitro CS runbook, CE rotation handoff documentation, trust-repair scripts, and provider communication playbook — documenting in real time, not after the fact.
Own the long-term CS strategy: develop the hiring and integration plan, team structure, metrics framework (CSAT, resolution rate, retention), and CS tool stack decisions.
Exchange learnings on best practices with Customer Success Learning and Enablement team to ensure AI knowledge base strategies and AI knowledge protocols are aligned.
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.
Ensure all CS operations and provider interactions maintain strict HIPAA compliance, with particular sensitivity to PHI handling in a mental health documentation context.