Implementation & Customer Success Manager — AI Agents

Responsibilities

• Own customer relationships end to end, from the signed contract through implementation, launch, ongoing success, renewal, and expansion.
• Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation, testing the entire experience yourself.
• Configure AI agents by building and improving prompts, workflows, escalation logic, and other behaviors as the product evolves.
• Implement new workflows as Central expands beyond voice automation into back-office operations.
• Run integrations with various systems, managing API credentials, handling authentication, and working directly with the customer's IT team.
• Engage with customers through onboarding calls, implementation sessions, and troubleshooting interactions, proactively addressing any issues.
• Investigate problems by reproducing issues, checking configurations, and isolating failures before escalating to engineering.
• Triage engineering issues properly, providing necessary context and verifying solutions before closing the loop.
• Protect and grow revenue by identifying churn risks and opportunities for account expansion.
• Transform repetitive implementation challenges into documented playbooks and automation solutions.

Requirements

• 3+ years in implementation, onboarding, technical account management, customer success, or a similar customer-facing role at a B2B software company.
• Experience owning a book of customers or implementations directly.
• Ability to configure software for customers using workflow builders, automation tools, or similar products.
• Strong spoken and written English skills for effective customer communication.
• Hands-on experience with telephony, VoIP, call forwarding platforms, EHRs, or APIs.
• Comfortable troubleshooting technical problems independently.
• Must be able to consistently work US business hours.
• Highly organized, managing multiple implementations and customer issues efficiently.
• Adaptable to a fast-moving environment with changing products and priorities.

Nice to Have

• Experience in front-office, practice-management, revenue-cycle, or healthcare operations.
• Familiarity with systems like athenahealth, Availity, Brightree, or NexHealth.
• Experience implementing AI agents or AI-powered workflows.
• Proficiency with tools such as Linear/Jira, Stripe, and Slack.
• Background in early-stage or fast-moving startups.
• Experience in identifying or closing expansion revenue from existing customers.

About the Role

• This role requires ownership and accountability for customer satisfaction and success.
• You will need to verify workflow functionality and resolve issues proactively.
• Adaptability is key as customers operate on US time and product changes frequently.
• Patience and problem-solving skills are essential to manage integration challenges effectively.
• We seek someone eager to grow alongside our evolving product and engage with AI technology.

Benefits

• Remote work flexibility, allowing you to work from anywhere.
• Opportunities for professional development and career growth.
• A supportive team culture that values collaboration and innovation.
• Access to cutting-edge AI technology and tools.
• Involvement in shaping the future of AI-driven workflows.
• Competitive compensation and recognition for your contributions.