Implementation and Customer Success Manager – AI Agents
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Job Description
Implementation and Customer Success Manager owning customer implementations for Central’s AI agents. Configuring workflows, integrations, and automations while driving adoption, retention, and expansion.
Responsibilities:
- Own customers end to end, from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion.
- Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation.
- Configure AI agents by building and improving prompts, workflows, actions, escalation logic, SMS rules, and knowledge integrations.
- Implement new workflows as Central expands beyond voice and front-desk automation.
- Run integrations with systems like athenahealth, Brightree, Availity, and NexHealth.
- Communicate regularly with customers through onboarding calls, implementation sessions, check-ins, and troubleshooting calls.
- Investigate problems independently, reproducing issues and checking configurations before escalating to engineering.
- Triage engineering issues effectively, providing necessary context and verifying fixes before closing the loop.
- Identify churn risks and opportunities for account growth by understanding customer value and needs.
- Turn recurring implementation problems into documented playbooks and automation improvements.
- By Day 30, take over the customer book and independently configure a complete AI workflow.
- By Day 60, run new implementations from kickoff to go-live with meaningful integrations.
- By Day 90, own accounts with minimal supervision and contribute to documented playbooks.
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.
- Hands-on experience configuring software for customers, including workflow builders and automation tools.
- Strong spoken and written English, with the ability to communicate directly with customers.
- Experience with telephony, VoIP, SIP, EHRs, APIs, webhooks, or workflow automation tools.
- Comfortable troubleshooting technical problems without immediate escalation.
- Highly organized and able to manage multiple implementations simultaneously.
- Availability during US business hours, regardless of location.
Benefits:
- Remote work flexibility allowing you to work from anywhere.
- Opportunities for professional development and growth.
- Access to a supportive and innovative team environment.
- Work on cutting-edge AI technology and contribute to meaningful projects.
- Collaborative culture focused on outcomes and team success.
- Potential for career advancement as the company grows.
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