Implementation, Customer Success Manager – AI Agents
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Job Description
Implementation and Customer Success Manager configuring AI agents for business operations. Leading onboarding, troubleshooting integrations, and driving customer retention and expansion.
Responsibilities:
- Own the customer journey from contract signing through implementation, launch, and ongoing success.
- Take new customers live by configuring workflows, call forwarding, and integrations.
- Build and improve AI agent behaviors, including prompts and escalation logic.
- Implement new workflows as the product evolves.
- Work with systems like athenahealth and Brightree for integrations, handling authentication and debugging.
- Conduct onboarding calls and regular check-ins with customers to ensure satisfaction.
- Investigate and troubleshoot issues, isolating problems and fixing them when possible.
- Triage engineering issues with detailed context for efficient resolution.
- Protect revenue by identifying churn risks and opportunities for account expansion.
- Document recurring issues and create playbooks for future reference.
- Serve as the primary point of contact for customers and ensure they get maximum value from the solutions.
Requirements:
- 3+ years in implementation, customer success, or a technical account management role at a B2B software company.
- Proven experience managing a book of customers or implementations independently.
- Hands-on experience configuring software for customers, such as CRMs or workflow automation tools.
- Strong spoken and written English communication skills.
- Experience with telephony, healthcare software, or APIs and integrations.
- Ability to troubleshoot technical issues effectively.
- Strong organizational skills to manage multiple implementations simultaneously.
- Willingness to work US business hours consistently.
Benefits:
- Opportunity to work with cutting-edge AI technology in a rapidly evolving field.
- Remote work environment with flexibility in your setup.
- Professional development opportunities and growth within the company.
- Collaborative team culture with a focus on innovation.
- Access to learning resources and support for career advancement.
- Engaging work that impacts real business operations.
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