Customer Success Manager — AI Agents

Responsibilities

• Take new customers live by setting up call forwarding and building their call flow while testing it end-to-end.
• Configure product features including flow builder, prompt builder, transfer settings, and notification rules.
• Manage integrations with systems like athenahealth, Brightree, and Availity, ensuring all API keys and credentials are properly set up.
• Conduct customer calls daily for onboarding, check-ins, escalations, and proactive interventions.
• Triage issues to engineering with detailed reports, verifying fixes and keeping customers informed.
• Identify churn risks early and intervene to protect revenue, including addressing past-due invoices.
• Document recurring fixes to streamline future processes and enable self-service for customers.
• Maintain regular communication with clients to ensure satisfaction and address any concerns promptly.

Requirements

• 3+ years of experience in implementation, onboarding, technical account management, or customer success in a B2B software environment.
• Proven experience in configuring software for customers using workflow or automation builders.
• Daily interaction with customers via phone, not limited to email support.
• Hands-on experience with telephony systems (e.g., VoIP, Twilio) or healthcare systems (EHR, PMS).
• Ability to work from 9am–5pm US Eastern time, regardless of your location.
• Strong written English skills sufficient to manage customer emails without review.

Nice to Have

• Experience in front-office, practice management, or revenue cycle management in healthcare.
• Previous employment at a startup with under 50 employees.
• Familiarity with tools such as Linear, Jira, Stripe, and Slack Connect.
• Experience in upselling within an existing account base.
• Ability to adapt quickly to product changes and manage customer expectations effectively.

First 90 Days Expectations

• By Day 30: Familiar with live accounts and capable of building and testing a full call flow independently.
• By Day 60: Successfully running new go-lives, including EHR or scheduling integrations.
• By Day 90: Proactively identifying churn risks and documenting recurring fixes, while sourcing expansion opportunities.

Benefits

• Opportunity to work with cutting-edge AI technology in a fast-paced environment.
• Collaborative team culture that values innovation and proactive problem-solving.
• Professional development opportunities to enhance your skills and career growth.
• Remote work flexibility, allowing you to work from anywhere.
• Comprehensive support for onboarding and continuous training.
• Competitive compensation package with potential for growth based on performance.