Kairon Health

Role Description Kairon is hiring a Customer Operations Lead to own the end-to-end customer experience from signed contract through sustained adoption. This role sits at the intersection of customer implementation, support, and product operations. You’ll be the connective tissue between customers, product, and engineering — owning the day-to-day execution that ensures nothing falls through the cracks as customers onboard, configure, and use Kairon in real-world value-based care environments. What You’ll Own - Implementation & Onboarding Execution: - Own the journey from signed contract to a customer team that’s confidently using Kairon daily — including timelines, checklists, training, and follow-through on customer commitments. - Build and continuously improve onboarding playbooks that scale with the company. - Support forward momentum by maintaining checklists, timelines, and shared docs at every step of the way. - Unblock delays proactively. - Customer Support & Issue Resolution: - Own first-line support for customer questions, requests, and feedback. - Document issues crisply, coordinate with engineering on fixes, and track items through to completion. - Build a knowledge base over time so common questions stop being questions. - Track items through discussion, decision-making, and execution. - Cross-Functional Collaboration: - Act as a translation layer between customers and product/engineering. - Flag patterns, not just individual tickets. - Work closely with the entire team, up to senior leadership, to improve the totality of customer experiences over time. KPIs Will Include - Reducing time to go-live from signed contract to operational deployment. - Driving early adoption with users, ensuring customer teams reach consistent, repeatable platform usage within their first 30–90 days. - Maintaining strong customer retention by identifying risks early and ensuring issues are resolved before they impact the relationship. - Improving support scalability, measured by a declining support-needs-to-users ratio as knowledge base and processes get built out. Qualifications - 2–5 years of experience in consulting, business operations, or customer-facing roles where you owned relationships and outcomes. - Strong written and verbal communication. - Highly organized, detail-oriented, and comfortable managing many small but important tasks simultaneously. - Strong data fluency, including comfort working with spreadsheets and structured datasets. - Strong technical fluency + interest in how software/AI-enabled products are designed, built, and improved. - Experience and/or strong interest in healthcare and health tech. - Calm under ambiguity. Requirements - Experience in health tech, value-based care, or ACO/payer environments. - Exposure to SQL, dashboards, or analytics tools (Snowflake, Looker, Metabase, etc.). - Experience supporting enterprise software implementations or customer onboarding. Benefits - Impact: You’re building customer operations from the ground up at a company where the work directly affects whether patients get better care. - Growth: This role has a clear trajectory with opportunities to grow into leadership roles. - Stage: We’re in the “how do we do this 10x without breaking?” phase. - Equity: You’ll have meaningful ownership as one of our first 10 hires. - Diversity and inclusion are core to our culture.