Customer Success Manager, AI Agents
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Job Description
Customer Success Manager owning onboarding, adoption, retention, and expansion for Central’s AI phone agents. Configuring workflows and supporting clinics and small businesses remotely.
Responsibilities:
- Own the customer relationship, account, onboarding, adoption, renewal, and expansion after signing
- Manage a book of live accounts and all open 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
- Configure flow builders, prompt builders, transfer settings, SMS, and notification rules
- Conduct several customer calls per day for onboarding, check-ins, escalations, and saves
- Identify churn risks, work past-due invoices, and close upsells
- Identify repetitive back-office work suitable for future automation
- Document recurring fixes as reusable plays
- Manage engineering handoffs, customer updates, timelines, and follow-up through closure
- Submit complete engineering escalations and independently build/test product flows 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 and understanding webhooks
- 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 to manage customer emails autonomously
- Telephony experience, healthcare front-office/practice management/EHR/RCM experience, startup experience, familiarity with Linear, Jira, Stripe, and Slack Connect, and experience shipping AI automations listed as nice-to-haves
Benefits:
- Flexible hours
- Fully remote work
- Daily written progress reports and autonomy in managing accounts
- Opportunity to grow quickly in an early-stage team
- Exposure to AI agents and automation workflows
- Potential to close upsells and expansion revenue
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