Enterprise Customer Success/Operations Specialist

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. We are a seed-stage team of under 10, working with live customers managing real patient populations, and we are AI-native by construction. 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.

Responsibilities

Daily support triage: turn every customer message into clear, owned, and due-dated work; First-line troubleshooting: reproduce data and metric issues, gather evidence, and resolve or hand Engineering a clean ticket; Customer health and adoption monitoring: track account KPIs, product usage, and trends; Customer value analysis: analyze how accounts use the platform and translate findings into insights and recommendations; Proactive communications support: identify opportunities for customer education, communications, and outreach; Renewal and growth support: contribute analysis and materials to renewal and expansion conversations; Operational coordination: keep account workstreams moving across Engineering, Product, and Sales; Client meeting support: prepare materials, join client calls, and capture follow-ups; Onboarding execution: support onboarding checklists, roster and configuration validation, user setup, and training materials; Voice of the customer: bring customer feedback and support trends into internal discussions; Knowledge base management: improve customer-facing resources; Weekly operating cadence: run the high-priority requirements report and prepare for bug blitzes and internal/external meetings

Requirements

5 years in operations, implementation, technical support, or consulting where you owned execution and outcomes; Strong written communication; Highly organized and able to manage many small, important things at once; Data fluency in spreadsheets and structured data; Daily AI-tool user; Systems-thinker who fixes processes, not just instances; Must currently reside within the DC - NYC Corridor; Must be currently authorized to work in the United States on a full-time basis; Kairon Health is unable to provide sponsorship for H-1B, OPT, CPT, or TN status

Nice to have

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

Benefits

Full benefits (health, dental, vision, 401k); Remote-friendly with true startup flexibility