Note: The job is a remote job and is open to candidates in USA. Tebra is the only all-in-one EHR+ platform built exclusively for independent healthcare practices. The Founding Head of Customer Success & Operations will be responsible for building a scalable customer success strategy and overseeing personalized support and onboarding for providers, while ensuring compliance and developing long-term infrastructure.
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
Skills
- 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
- 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
- Healthcare-adjacent experience is strongly preferred; a mental health background or familiarity with clinical workflows is a meaningful differentiator
Benefits
- In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell!
- We also offer a number of resources to help you keep your mind and body healthy.
- 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!
- We also offer a number of resources to help you keep your mind and body healthy.
- 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.
Company Overview