Customer Success Manager, AI Agents

Job description

***We're also open to Account Manager, and Technical Account Manager backgrounds. What matters is that you're tech-savvy and you own outcomes.*** ### **The Role** Central replaces the front desk. Our AI answers the phone for clinics, dental and sleep practices, auto shops and other small businesses — books appointments, looks up patient records, transfers calls to a human when it matters. We're now expanding into the back office: intake, scheduling, verification, follow-up and the admin work that eats a practice's day. You own the customer after they sign. Their onboarding, their adoption, their renewal, their expansion. You are the person they call, and the person who calls them first when something looks wrong. You won't be doing this alone. We have an integration engineer who handles the deep technical build — new EHR connections, custom API work, anything that needs code. Your job is to own the relationship and the account, configure the product yourself for everyday needs, and hand off cleanly when something genuinely needs engineering. ### **What's yours, and what's the engineer's** Being clear about this up front, because the handoff is where accounts usually get dropped: **| You own | The Integration Engineer owns |** - The customer relationship and every open item on it | Building new EHR and system integrations - Call flows, prompts, transfer rules, SMS and notification settings | Custom API work and anything needing code - Getting the customer live on existing, supported integrations | Debugging the platform itself - Deciding when something is a bug vs a config problem | Fixing the bug once you've escalated it - Telling the customer what's happening, and when ### **The handoff is yours to manage** - Escalating to the engineer does not move the account off your plate. - You still own the update to the customer, the timeline, and the follow-up until it's actually closed. ### **What you'll do** - **Own a book of live accounts -** Know every one — what's live, what's broken, who's quiet, who's unhappy, what's unresolved. Nothing should sit open for weeks. - **Run follow-ups relentlessly -** Open items, deals, escalations, promised call-backs. This is most of the job, and it is the part that decides whether we keep customers. - **Take new customers live -** Set up call forwarding, build their flow, connect supported integrations, then test it end to end on a real record before you tell them it works. - **Configure the product -** Flow builder, prompt builder, transfer settings, notification rules. Most customer problems are configuration, and you fix those yourself. - **Be on the phone -** Several customer calls a day — onboarding, check-ins, escalations, saves. The best outcome in this job usually starts with you calling someone before they call you - **Protect and grow revenue -** Spot churn risk early and intervene. Work past-due invoices. Close upsells when a customer wants more than they're paying for. - **Spot what to automate next -** You're inside these businesses daily. When you see manual, repetitive back-office work, write it up and bring it to us — you won't build it, but the best ideas will come from you. - **Write it down** - Every recurring fix becomes a documented play, so the next person — or the AI — handles it without you. **Who this is for** You're curious about AI in a way that shows up in your actual work, not on your resume. You already use these tools daily, you have opinions about where they break, and being handed a new agent to deploy is the appealing part of this job rather than the scary part. You close loops without being chased. You post what you did and what's still broken before anyone asks. You don't say something is fixed until you've tested it yourself. When you're blocked by someone else, you go around them or escalate the same day — "waiting on them" is not a status update. You want to grow fast and you're willing to be uncomfortable to do it. This is an early team building something that changes weekly. If you want a defined scope and a stable process, this will frustrate you. **How we work** We're small and remote, so a few things are non-negotiable: **Non-Negotiable Expectations** - **Know your book cold:** Own every account, live status, and issue; never let leadership or the client inform you of a problem first. - **Nothing sits:** Resolve or send a written update on open items the same day. - **Proactive updates:** Post daily written progress reports without reminders. - **Fixed means tested:** Verify fixes on real records; report ongoing issues directly. - **Simple solutions first:** Pick up the phone immediately if it speeds up resolution. - **No blame loops:** Focus strictly on finding the fix and learning the lesson. **What We’re Looking For** ***Requirements:*** - 2+ years in B2B Customer Success, Account Management, or Tech Support owning a named account list. - Hands-on software configuration experience (automations, IVR, phone trees, CRM, no-code tools)—not just logging tickets. - Technical fluency: capable of reading API docs, understanding webhooks, and self-learning new tools. - Daily phone communication with clients (not email-only). - 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. ***Nice-to-Haves:*** - Telephony experience (VoIP, call forwarding, Twilio, Dialpad, RingCentral). - Background in healthcare front-office, practice management, EHR, or RCM. - Prior experience at a fast-moving, <50-person startup. - Familiarity with Linear, Jira, Stripe, and Slack Connect. - Hands-on experience shipping an automation, agent, or script using AI tools. **The Reality of the Role** - **Single ownership:** You are fully accountable for your accounts—no hand-holding or chasing. - **High standards:** "I thought it was fixed" isn't acceptable; verify before reporting, and share bad news early. - **Outcome-driven:** Flexible hours, but mandatory alignment with US client working hours. - **Demanding SMB clients:** High urgency required, as downtime directly impacts their revenue. - **Evolving scope:** Expect your responsibilities to adapt as we expand into back-office workflows. **First 90 Days** - **Day 30:** Fully own the account book, call every client, clear backlogs, and independently build/test product flows. - **Day 60:** Lead new implementations end-to-end, keep open items clear, and submit complete engineering escalations. - **Day 90:** Proactively prevent churn, document recurring fixes, close expansion revenue, and propose new back-office automation opportunities. **Location Requirements** - Fully remote. - **Priority location:** Philippines. - **Secondary hiring regions:** Malaysia, Mexico, Colombia, Argentina. - **Also considering:** India, Vietnam, Brazil, Costa Rica, South Africa, Romania, Poland, Serbia.