Customer Success & Account Manager — AI Agents

Responsibilities

• Own a book of customers. Know what's live, what's blocked, what's broken, who's unhappy, what you've promised, and what needs follow-up.
• Follow up relentlessly on customer questions, open items, implementation blockers, engineering escalations, promised callbacks, renewals, and commercial conversations.
• Take customers live by understanding their workflow, configuring their AI agent, connecting supported systems, and testing the experience end to end.
• Configure AI agents yourself using prompts, call flows, transfer and escalation rules, knowledge, notifications, SMS, scheduling, and other product settings.
• Troubleshoot issues before escalating by reproducing the problem, inspecting the configuration, and understanding what is failing.
• Manage the engineering handoff when genuine engineering input is needed, providing clear context and evidence while maintaining customer communication.
• Verify all solutions by testing them yourself before communicating to the customer that the issue is resolved.
• Engage with customers daily through onboarding, check-ins, troubleshooting, escalation, renewal, save, and expansion conversations.
• Protect revenue by recognizing churn risk early and intervening when accounts aren't receiving value.
• Grow accounts by identifying additional workflows, locations, teams, or processes that Central could automate.
• Help shape future product offerings by bringing insights into repetitive tasks that AI could address back to the product team.
• Document recurring problems to develop playbooks, templates, automation, or product improvements.

Requirements

• 2+ years in a customer-facing B2B software role.
• Experience owning customer relationships or accounts directly.
• Strong spoken English and confidence in running customer calls independently.
• Proficient written communication skills.
• Experience in configuring software directly rather than only filing tickets.
• Technical fluency to learn unfamiliar software, understand integrations, and troubleshoot configuration problems.
• A strong system for tracking customers, promises, follow-ups, and open items.
• Evidence of proactive follow-through without requiring someone to chase you.
• Comfort in having retention, renewal, or expansion conversations.
• Consistent availability during US business hours.
• Genuine curiosity about AI and its potential to automate business operations.

Nice to Have

• Experience in SaaS implementation or onboarding.
• Familiarity with workflow builders, automation, CRM, or no-code tools.
• Knowledge of APIs, webhooks, OAuth, or integrations.
• Experience with telephony, VoIP, call forwarding, Twilio, Dialpad, or RingCentral.
• Background in healthcare, EHR, practice-management, or RCM.
• Experience in early-stage startups.
• Experience carrying retention, renewal, or upsell targets.
• Hands-on experience building or automating processes using AI.

Company Culture

• We value action. If a customer has an open issue, it gets actioned immediately.
• Our fixes are verified. You don't tell a customer something works without testing it yourself.
• We prioritize direct communication. If calling is faster, we do it instead of exchanging messages.
• Transparency is key. Bad news travels fast, so we communicate early if something is broken or delayed.
• You will know your accounts well, understanding their status and needs.
• We focus on outcomes rather than hours worked. Ownership is crucial for customer satisfaction.
• Embrace change, as we expand our offerings and adapt to customer needs.

Benefits

• Competitive salary with growth opportunities.
• Fully remote work environment.
• Access to professional development resources.
• Opportunity to work with cutting-edge AI technology.
• Collaborative and inclusive company culture.
• Supportive team environment encouraging learning and career advancement.
• Engagement with various customer workflows and industries.