Implementation & Customer Success Manager — AI Agents

Responsibilities

• Own customers end to end, from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion.
• Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation.
• Configure AI agents by building and improving prompts, workflows, actions, escalation logic, SMS rules, and knowledge integrations.
• Implement new workflows as Central expands beyond voice and front-desk automation.
• Run integrations with systems like athenahealth, Brightree, Availity, and NexHealth.
• Communicate regularly with customers through onboarding calls, implementation sessions, check-ins, and troubleshooting calls.
• Investigate problems independently, reproducing issues and checking configurations before escalating to engineering.
• Triage engineering issues effectively, providing necessary context and verifying fixes before closing the loop.
• Identify churn risks and opportunities for account growth by understanding customer value and needs.
• Turn recurring implementation problems into documented playbooks and automation improvements.

Requirements

• 3+ years in implementation, onboarding, technical account management, customer success, or a similar customer-facing role at a B2B software company.
• Experience owning a book of customers or implementations directly.
• Hands-on experience configuring software for customers, including workflow builders and automation tools.
• Strong spoken and written English, with the ability to communicate directly with customers.
• Experience with telephony, VoIP, SIP, EHRs, APIs, webhooks, or workflow automation tools.
• Comfortable troubleshooting technical problems without immediate escalation.
• Highly organized and able to manage multiple implementations simultaneously.
• Availability during US business hours, regardless of location.

Nice to Have

• Experience in front-office, practice-management, or healthcare operations.
• Familiarity with tools such as Linear/Jira, Stripe, and Slack.
• Experience working in early-stage or fast-moving startups.
• Knowledge of implementing AI agents or AI-powered workflows.
• Experience identifying or closing expansion revenue from existing customers.

Benefits

• Remote work flexibility allowing you to work from anywhere.
• Opportunities for professional development and growth.
• Access to a supportive and innovative team environment.
• Work on cutting-edge AI technology and contribute to meaningful projects.
• Collaborative culture focused on outcomes and team success.
• Potential for career advancement as the company grows.

First 90 Days

• By Day 30, you will have taken over your customer book and independently configured a complete AI workflow.
• By Day 60, you will be running new implementations from kickoff to go-live with meaningful integrations.
• By Day 90, you will own your accounts with minimal supervision and contribute to developing documented playbooks.