Customer Success & Account Manager — AI Agents

Responsibilities

• Own a book of customers, understanding their live status, issues, and opportunities.
• Act swiftly to address customer questions, open items, and implementation blockers.
• Facilitate customer onboarding by configuring AI agents and connecting supported systems.
• Test configurations and ensure everything is functioning before customer launch.
• Troubleshoot issues independently, escalating only when necessary.
• Document customer interactions and recurring problems to improve processes.
• Conduct onboarding, implementation, and check-in calls with customers.
• Monitor account health and identify churn risks early.
• Recognize opportunities for account growth by understanding customer needs.
• Provide feedback to the product team regarding recurring issues and potential automation opportunities.

Requirements

• 2+ years of experience in a customer-facing B2B software role.
• Proven track record of managing customer accounts independently.
• Excellent spoken and written English communication skills.
• Experience in configuring software applications.
• Technical proficiency to troubleshoot and learn new software.
• Strong organizational skills to manage multiple accounts and open items effectively.
• Experience in retention, renewal, and expansion conversations.
• Genuine interest in AI and its applications in business operations.
• Ability to work during US business hours.

Nice to Have

• Familiarity with workflow builders, automation, or no-code tools.
• Experience with APIs, webhooks, or third-party integrations.
• Knowledge of telephony systems, VoIP, and related technologies.
• Background in healthcare operations or related systems.
• Startup experience with adaptability to changing priorities.
• Experience with customer retention or upselling targets.
• Hands-on experience building or automating processes using AI.

About the Role

• The role requires a proactive approach to customer management and a commitment to resolving issues quickly.
• You'll be expected to move customer interactions forward the same day, ensuring no item remains unresolved without follow-up.
• This position offers the opportunity to directly influence customer satisfaction and the development of our AI products.
• As Central expands its offerings, your input on customer needs will help shape future product developments.

Benefits

• Fully remote work environment with opportunities to collaborate with a diverse team.
• Access to ongoing professional development and learning opportunities.
• Competitive compensation package based on experience.
• Opportunity to work in a fast-paced, innovative company at the forefront of AI technology.
• Culture of open communication and continuous improvement.
• Involvement in shaping the future of AI solutions for businesses.