Kairon Health - Enterprise Customer Success/Operations Specialist
Requirements
• 2-4 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 • 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. • What success looks like in the first 90 days • Days 1–30: Own daily support triage end-to-end—every inbound is clearly scoped, assigned, and due-dated within the day—and build fluency in each account’s setup, configuration, and data. • Days 1–30: • Days 31–60: Keep account workplans and requirements current and moving; independently run the weekly high-priority report and health scorecards; and begin contributing meaningful analysis and insights to account and renewal conversations. • Days 31–60: • Days 61–90: Resolve or cleanly scope the majority of first-line data and metric issues before they reach Engineering; proactively surface customer health, adoption, and value insights; identify opportunities for proactive customer communications; and maintain active follow-up plans for low-adoption accounts—freeing the Director to focus on strategy and key customer relationships. • Days 61–90: • Candidates must be currently authorized to work in the United States on a full-time basis. Kairon Health is unable to provide sponsorship or assume sponsorship of an employment visa at this time (including H-1B, OPT, CPT, or TN status).
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. • Daily support triage: • First-line troubleshooting: Reproduce data and metric issues, gather evidence, and resolve directly when possible or hand Engineering a clean, actionable ticket. • First-line troubleshooting: • 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 health & adoption monitoring: • Customer value analysis: Analyze how accounts use the platform and translate findings into clear insights and recommendations for your Director and client stakeholders. • Customer value analysis: • Proactive communications support: Leverage usage analytics, support trends, and recurring customer needs to identify opportunities for proactive customer education, communications, and outreach. • Proactive communications support: • 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. • Renewal & growth support: • Operational coordination: Keep account workstreams moving day-to-day across Engineering, Product, and Sales, ensuring requirements are clearly scoped and nothing stalls between teams. • Operational coordination: • 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. • Client meeting support: • Onboarding execution: Support with onboarding checklists, roster and configuration validation, user setup, and training materials to keep implementations on track. • Onboarding execution: • Voice of the customer: Bring customer feedback, recurring themes, and support trends into internal discussions to inform product improvements and customer strategy. • Voice of the customer: • 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. • Knowledge base management: • 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. • Weekly operating cadence:
Benefits
• 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? • Proven Impact: A platform already driving measurable results — ~$30M in financial value and ~7,000 additional preventive visits across a single customer’s network in 2025 — and winning seven-figure enterprise contracts. • Category Credibility: NCQA PHM-prevalidated Care Operations module; founding team from Aledade and Redesign Health / Vault Health. • AI-Native Product: Built with Claude, automated transcription, and intelligent workflows as core infrastructure — a genuinely differentiated product to sell. • Mission-Driven Culture: Work with a small team of talented, passionate problem-solvers making a measurable difference in healthcare. • Full benefits (health, dental, vision, 401k); remote-friendly with true startup flexibility
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