Implementation & Customer Success Manager – AI Agents
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Job Description
Implementation and Customer Success Manager launching and optimizing Central’s AI agents for business operations. Managing customer onboarding, integrations, troubleshooting, adoption, renewals, and expansion.
Responsibilities:
- Own customers end to end, managing the journey from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion.
- Take new customers live by configuring workflows, call forwarding, prompts, and integrations, testing the entire customer experience before launch.
- Configure AI agents, building and improving prompts, workflows, and integrations as the product evolves.
- Implement new workflows, adapting to rapidly changing processes and tools.
- Run integrations with systems such as athenahealth, Brightree, and NexHealth by obtaining API credentials and debugging permissions.
- Engage with customers through onboarding calls, implementation sessions, and troubleshooting to maintain a proactive communication flow.
- Investigate problems independently, checking configurations and logs to isolate issues before escalating to engineering.
- Triage engineering issues by providing comprehensive information for resolution and verifying fixes before concluding cases.
- Protect and grow revenue by identifying churn risks and opportunities for account expansion.
- Transform recurring issues into documented playbooks or automated solutions to enhance efficiency.
- Serve as the primary point of contact for clients, fostering long-term relationships that encourage growth and expansion.
Requirements:
- 3+ years in implementation, onboarding, technical account management, or customer success at a B2B software company.
- Experience managing a book of customers or implementations directly.
- Proven ability to configure software solutions, including workflow builders, automation tools, and integrations.
- Strong spoken and written English communication skills, capable of handling customer interactions independently.
- Hands-on experience with telephony, EHRs, APIs, or workflow automation tools.
- Comfortable troubleshooting technical issues without immediate escalation.
- Availability to work US business hours consistently.
- Highly organized with the ability to manage multiple implementations and customer issues simultaneously.
- Adaptable to a fast-paced environment where product and priorities frequently change.
Benefits:
- Opportunity to work remotely with a dynamic team.
- Engaging work environment with a focus on innovation and AI technologies.
- Professional development opportunities to grow alongside our evolving product.
- Collaborative team culture that values curiosity and initiative.
- Autonomy in managing customer relationships and implementations.
- Potential for career advancement as the company expands.
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