Implementation & Customer Success Specialist – AI Agents
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Job Description
Implementation and customer success specialist deploying Central’s AI voice agents. Configuring workflows, troubleshooting integrations, and driving customer adoption, retention, and expansion.
Responsibilities:
- Take ownership of customers from contract signing through implementation, go-live, adoption, retention, and expansion
- Independently configure AI agents, including prompts, workflows, actions, transfer rules, notifications, and integrations
- Troubleshoot customer issues and provide solutions before escalating to engineering
- Work with APIs, credentials, authentication, 2FA, webhooks, and third-party systems
- Handle healthcare/EHR/scheduling integrations as needed
- Conduct end-to-end testing of implementations to ensure they function correctly
- Run onboarding, implementation, troubleshooting, check-in, and escalation calls with customers
- Proactively identify and address issues with unhappy or inactive customers
- Document recurring problems and develop repeatable processes/playbooks
- Adapt to new AI workflows as Central evolves its product offerings
- During the first 30 days, learn the product, understand assigned customers, run customer conversations, and configure/test standard workflows
- By 60 days, independently own implementations and diagnose most configuration/integration problems before escalating
- By 90 days, manage a customer book with minimal supervision, proactively identify churn risks, and begin identifying expansion opportunities
Requirements:
- Customer-facing experience with a strong focus on ownership and resolution
- Excellent spoken and written English communication skills
- Demonstrated evidence of ownership in prior roles
- Technical aptitude and comfort with software configurations
- Availability during US business hours
- Ability to learn quickly and adapt to new technologies
- Experience in SaaS implementation or customer success (preferred)
- Hands-on experience configuring software for customers (preferred)
- Familiarity with workflow/no-code/automation tools (preferred)
- Understanding of APIs/webhooks and telephony/VoIP systems (preferred)
- Experience in healthcare/EHR/PMS/RCM environments (preferred)
- Prior experience in startup operations or working with AI tools (preferred)
- Ability to identify upsell and expansion opportunities (preferred)
Benefits:
- Remote work with the ability to work from various locations
- Opportunity for professional development in AI and customer success
- Dynamic startup culture with a focus on innovation
- Increasing ownership and responsibility as you grow in the role
- Collaborative environment where your contributions directly impact customer success
- Access to learning opportunities and resources to advance your career
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