About Kairon Health

Kairon is the execution layer for healthcare. We turn fragmented claims and clinical data into actionable workflows that help ACOs and health networks actually capture their shared savings — not just measure them after the fact.

We’re a seed-stage team of <10, working with real customers managing real patient populations. Our platform spans practice intelligence, care operations, patient activation, and performance analytics. We’re AI-native — not as a buzzword, but because our team builds with Claude, automated transcription, and intelligent workflows as core infrastructure, not bolt-on features.

We’re at the stage where our early customers love the product and we need to make onboarding, support, and ongoing operations repeatable without losing the high-touch quality that got us here.

The Role

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.

You’ll be the single point of accountability that ensures nothing falls through the cracks as customers onboard, configure, and use Kairon in complex, real-world care environments. You’ll build the playbooks, run the implementations, translate between customers and engineering, and close every loop.

You’ll work directly with senior leadership and have a real voice in product direction — because no one will know our customers’ day-to-day reality better than you.

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. Today it’s hands-on and custom; your job is to find the repeatable core without losing the quality.

• Support forward momentum by maintaining checklists, timelines, and shared docs at every step of the way. Unblock delays proactively. When a customer owes us data or a decision, you’re the one who keeps things moving.

Customer Support & Issue Resolution

• Own first-line support for customer questions, requests, and feedback. Ensure every customer question gets a clear answer and the underlying issue gets resolved — not just acknowledged.

• Document issues crisply, coordinate with engineering on fixes, and track items through to completion. You own the loop from first report to confirmed resolution.

• Build a knowledge base over time so common questions stop being questions.

• Track items through discussion, decision-making, and execution. Ensure everything is prioritized, and ensure loops get closed with customer stakeholders.

Cross-Functional Collaboration

• Act as a translation layer between customers and product/engineering, turning vague requests into clear, actionable inputs.

• Sit close enough to the product to anticipate what customers will need before they ask. Flag patterns, not just individual tickets.

• Escalate thoughtfully, handle independently wherever possible, and always keep the customer informed.

• 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.

You Might Be a Great Fit If...

• You’ve been the person who built the process where there was none — and got energy from it.

• You get more satisfaction from closing loops than opening tickets.

• You’re equally comfortable on a call with a practice manager explaining a worklist and in a spreadsheet reconciling patient attribution data.

• You’ve worked in or around healthcare and found the complexity energizing, not exhausting. Terms like “shared savings,” “quality measures,” and “AWV” don’t scare you (or you’re genuinely eager to learn them).

• You use AI tools daily — not because someone told you to, but because you figured out they make you faster. At Kairon, you’ll shape how AI is used in customer operations, not just consume it.

• You think in systems. When you see a recurring problem, your instinct is to fix the process, not just handle the instance.

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. You can write a clear internal summary, a diplomatic customer email, and a concise Slack message to engineering — and know when each is appropriate.

• Highly organized, detail-oriented, and comfortable managing many small but important tasks simultaneously.

• Strong data fluency, including comfort working with spreadsheets and structured datasets; able to reason about data quality and management. You can reason about data quality, spot anomalies, and aren’t intimidated by a pivot table or a CSV with 50,000 rows.

• Strong technical fluency + interest in how software/AI-enabled products are designed, built, and improved — including comfort using modern AI tools (e.g., ChatGPT, Claude) in day-to-day work and a systems-thinking mindset.

• Experience and/or strong interest in healthcare and health tech, with curiosity about policy, value-based care, and the real-world minutiae of healthcare operations.

• Calm under ambiguity. Customers don’t always know what they need. You can navigate urgency, vague feedback, and competing priorities without losing your composure or your thread.

Preferred

• 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.

Why This Role

• Impact. You’re not maintaining someone else’s machine. 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. Depending on your strengths and interests, this becomes Head of Customer Success, Director of Implementations, or a Product leadership role as we scale. You’ll have the context and relationships to grow into whatever the company needs most.

• Stage. We’re past the “will this work?” phase — customers are live and getting value. We’re in the “how do we do this 10x without breaking?” phase. That’s the most interesting operational puzzle in a startup.

• Equity. You’ll have meaningful ownership as one of our first 10 hires, with a real seat at the table.

Diversity and inclusion are core to our culture. If you are a member of an underrepresented group in tech, we strongly encourage you to apply.

Compensation Range: $90K - $115K