Head of Customer Success & Operations

About the Role

The Founding Head of Customer Success & Operations at Tebra will lead the innovation team by creating and scaling a comprehensive customer success strategy. This position requires hands-on involvement in onboarding and supporting providers directly at the start, as well as developing a scalable operational framework including PHI protocols, an AI agent knowledge base, and a long-term team infrastructure. It is ideal for a leader experienced in building a customer success function from scratch who enjoys both direct customer interaction and strategic system-building.

Key Responsibilities

• Manage personal onboarding and support for all providers in the initial Alpha cohort during the first 6–8 weeks, ensuring deep understanding of both product and customer needs.
• Document and transcribe all provider interactions, creating a structured taxonomy of questions foundational to developing the AI agent knowledge base.
• Oversee the AI customer support (CS) agent corpus by organizing engineer inputs, maintaining and updating the knowledge base, and verifying agent responses for accuracy and compliance with protected health information (PHI) standards.
• Assume ownership of the AI agent corpus as a strategic product element, focusing on content and system integrity beyond mere tooling.
• Establish and document PHI routing protocols prior to provider onboarding, clearly defining what inquiries should be directed to AI, humans, or require urgent clinical escalation.
• Recruit and engage a licensed clinical consultant (LCSW, LPC, or LMFT) within 30–60 days post-launch to serve as the escalation resource for critical clinical accuracy issues.
• Create comprehensive operational documentation including the Nitro CS runbook, clinical escalation rotation guides, trust-repair scripts, and provider communication guidelines, capturing them contemporaneously.
• Develop the long-range customer success strategy, including hiring plans, team architecture, key performance indicators such as CSAT and retention, and technology stack decisions for customer support tools.
• Collaborate with the Customer Success Learning and Enablement team to synchronize AI knowledge base strategies and protocols.
• Lead evaluation and deployment of AI customer success platforms between weeks 4 and 8 based on the developed question taxonomy from provider interactions.
• Partner with Growth and GTM leaders to facilitate referral generation, analyze provider satisfaction indicators, and identify optimal timing for referral requests.
• Ensure all customer success operations and communications remain compliant with HIPAA regulations, especially regarding PHI handling within mental health documentation.

Qualifications

• 7 to 10 years of experience in customer success, including at least one role where you were the initial hire or built the customer success function from the ground up in a SaaS environment.
• Proven history of hiring and leading a customer success team; this role is not suited for first-time leadership candidates.
• Prior experience in healthcare-related fields, particularly mental health or clinical workflow knowledge, is highly advantageous.
• Strong fluency with PHI compliance, including practical understanding of HIPAA obligations, communication channel restrictions, and distinguishing clinical escalations from product support.
• A player-coach mindset: eager to engage with customers directly initially and build scalable systems subsequently.
• Expertise in managing AI support agent knowledge bases, emphasizing content strategy and systems development over tooling familiarity alone.
• Familiarity with customer support platforms, ticketing systems, and AI-enabled support tools, with willingness to select and implement a new stack as needed.
• Excellent verbal and written communication skills, capable of managing sensitive or emotionally charged interactions with empathy and professionalism.
• Sound judgment skills to navigate ambiguous situations, particularly in routing support queries intersecting product and clinical risk.
• High proficiency with AI tools integrated within daily workflows, consistently leveraging AI and automation as operational essentials, complemented by adaptability to evolving technologies.
• Visionary outlook on AI-driven transformations in customer support, understanding how AI can improve operations, deflection, and experience, and leading proactive adoption strategies treating the AI agent corpus as a critical asset.

Additional Information and Terms

Tebra communicates only through official company emails (@tebra.com, @patientpop.com, or @kareo.com) or via the Greenhouse applicant tracking system, never requesting sensitive data through social media or informal channels. Interviews are not conducted through instant messaging.

Compensation: Salaries range from $191,500 to $204,000 USD annually for remote roles in compliance with California’s pay transparency laws. Specific details will be shared during candidate screening.

About Tebra

Tebra is an integrated EHR+ platform designed exclusively for independent healthcare providers, streamlining tools for EHR, billing, automation, telehealth, and marketing to reduce administrative burdens and improve clinician work-life balance. Trusted by over 42,000 practices, Tebra’s mission is to help providers focus more on patient care.

Company Values

• Start with the Customer: Understand customers and their patients fully by viewing challenges through their perspective.
• Keep It Simple: Simplify complexity inherent in healthcare for all stakeholders.
• Stay Entrepreneurial: Challenge norms with creativity, persistence, and swift action.
• Better Together: Value diversity, humility, and collaboration for collective success.
• Celebrate Success: Prioritize enjoyment and acknowledge achievements.

Perks & Benefits

• In the U.S., employees gain healthcare coverage and discounts on essential work-from-home equipment, plus wellness resources like Gympass and the Telus Employee Assistance Program for mental health support.
• In Costa Rica, additional support includes wellness and childcare subsidies and educational discounts along with similar health and mental wellness resources.

Compliance & Privacy Disclosures

Tebra is an equal opportunity employer that evaluates all candidates without regard for legally protected statuses. California applicants are directed to review a specific privacy notice related to the California Consumer Protection Act. The company employs BrightHire technology for interview consistency and bias reduction, with candidate acknowledgment of recording. Fraudulent postings should be reported as described.