Customer Success Manager, AI Agents
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Job Description
Customer Success Manager owning onboarding, retention, and expansion for Central’s AI agents serving clinics and small businesses. Configuring workflows, supporting integrations, and preventing churn.
Responsibilities:
- Own the customer relationship and every open item after signing, including onboarding, adoption, renewal, and expansion
- Manage a book of live accounts and maintain awareness of account status, issues, customer sentiment, and unresolved items
- Run follow-ups on open items, deals, escalations, and promised callbacks
- Take new customers live by setting up call forwarding, building flows, connecting supported integrations, and testing end-to-end on real records
- Configure call flows, prompts, transfer settings, SMS, notification rules, and other product settings
- Conduct several customer calls per day, including onboarding, check-ins, escalations, and customer saves
- Identify churn risks, work past-due invoices, and close upsells
- Identify repetitive back-office work that could be automated and document opportunities for the team
- Document recurring fixes as reusable operational playbooks
- Manage engineering handoffs while retaining ownership of customer updates, timelines, and follow-up
- Resolve or provide written updates on open items the same day and post daily written progress reports
- Verify fixes on real records and escalate platform bugs or code-dependent issues to the Integration Engineer
- Lead new implementations, prevent churn, document fixes, close expansion revenue, and propose automation opportunities during the first 90 days
Requirements:
- 2+ years in B2B Customer Success, Account Management, or Tech Support owning a named account list
- Hands-on software configuration experience with automations, IVR, phone trees, CRM, or no-code tools
- Technical fluency, including reading API documentation, understanding webhooks, and self-learning new tools
- Daily phone communication with clients
- Proven experience carrying a retention, renewal, or upsell target
- Clear, confident spoken English for live calls with US business owners and clinic staff
- Full availability for live calls during US business hours
- High-level written English for managing customer emails autonomously
- Telephony experience, healthcare front-office/practice management/EHR/RCM background, startup experience, familiarity with Linear, Jira, Stripe, and Slack Connect, and experience shipping AI automations, agents, or scripts are nice-to-haves
Benefits:
- Fully remote work
- Flexible hours, with mandatory alignment to US client working hours
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