Implementation & Customer Success Manager — AI Agents

Job description

**About Central** Central builds AI agents that perform real operational work for businesses. Our technology currently includes answering phones, booking appointments, and managing customer follow-ups, with plans to expand into more complex back-office workflows and deeper automation. We are seeking an Implementation & Customer Success Manager to ensure our clients derive maximum value from our products. ### 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. ### 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. ### Nice to Have - Experience in front-office, practice-management, or healthcare operations. - Familiarity with systems like athenahealth, Availity, or Brightree. - Prior experience implementing AI agents or workflows. - Knowledge of tools such as Linear/Jira, Stripe, and Slack. - Experience in early-stage startups or fast-paced environments. - Proven success in identifying and closing expansion revenue opportunities. ### 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. ### About the Role - This position is key to Central’s success in transforming customer operations through AI. You will play a vital role in ensuring customers can effectively utilize our solutions, driving satisfaction and loyalty. - The Implementation & Customer Success Manager will be the primary point of contact for clients, responsible for not just implementation but fostering long-term relationships that encourage growth and expansion. - Your contributions will directly impact our clients' success and the evolution of our product offerings.