Customer Success AI Strategy & Agent Development Lead

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

Position Summary

As the AI Strategy & Agent Development Lead, you will serve as the technical architect and commercial partner for AI innovation within the Customer Success (CS) organization. This is a high-impact, hybrid role requiring a rare blend of engineering execution and executive presence. You will lead the end-to-end process of agent development—from identifying high-value commercial opportunities to hands-on prompting and maintenance—while acting as the primary spokesperson for AI initiatives to leadership. You will be the bridge between technical "build" teams and the CS organization, ensuring our AI roadmap directly solves for team capacity and physician needs.

Key Responsibilities

Commercial Partnership & Strategic Prioritization

• Workflow Auditing: Partner deeply with CS leads and the Commercial team to map complex workflows, identifying pain points and high-value opportunities for AI agent intervention.

• Stakeholder Alignment: Lead executive-level presentations and conversations to explain the progress, ROI, and organizational impact of AI agent initiatives.

• Roadmap Strategy: Guide the prioritization of the AI roadmap by balancing technical feasibility with the most urgent needs of the CS and leadership teams.

• Change Management: Act as the face of AI transformation, educating internal teams on how agents will augment their roles and improve the physician experience.

End-to-End Agent Development (The "Builder")

• Hands-on Implementation: Serve as the primary architect for agent development, owning the end-to-end lifecycle including scoping, hands-on prompt engineering, and technical launch.

• Prompt Engineering: Expertly iterate on LLM prompting to ensure outputs meet the high standards of accuracy and tone required for clinical and commercial excellence.

• Cross-Functional Unblocking: Identify technical hurdles (data silos, system syncs) and pull in Engineering, Product, or BI teams to provide the necessary infrastructure for your agents.

• System Integration: Collaborate with Lab data teams to ensure the "Unique Identifiers" (Primary Keys) are sound for agent logic across platforms.

Efficacy, Validation & Maintenance

• "Ground Truth" Ownership: Establish the "Ground Truth" for every agent to prove to clinical and executive stakeholders that AI outputs are reliable and safe.

• Performance Monitoring: Proactively identify and mitigate "drift" (e.g., agents failing to recognize new assays) and partner with Engineering for long-term technical fixes.

• Success Metrics: Define and report on sophisticated KPIs—such as Deflection Rate, CSAT, and Capacity Reclaim—to quantify the commercial impact of your builds.

Qualifications

Education & Experience

• Education: Bachelor’s degree in Engineering, Computer Science, or a related technical field.

• Experience: 3–5 years in a technical strategy, solutions engineering, or AI development role.

• Leadership: Proven experience leading executive-level conversations and translating complex technical roadmaps for non-technical stakeholders.

Technical Skills

• The "Builder" Skillset: Demonstrated experience building and deploying AI agents or automated systems. Strong Prompt Engineering skills are essential.

• Data Mastery: Advanced SQL skills for data extraction and performance auditing; expertise in Excel/Google Sheets for complex modeling.

• Nice to Have: Direct experience with Salesforce (SFDC) or similar CRM architecture to understand how agents can best integrate with existing customer workflows.

Core Competencies

• Commercial Acumen: Ability to understand business drivers and identify how AI efficiency translates into growth and customer retention.

• Communication: Exceptional presentation skills