Technical Customer Success Manager - AI Agents

Responsibilities

• Take ownership of customer accounts, ensuring their successful adoption of our AI agents.
• Independently configure and test complete standard AI agents and call flows to meet customer specifications.
• Run standard customer go-live processes, including EHR/scheduling integrations, configuration, testing, and customer communication.
• Maintain open-item tracking and escalation paths to streamline customer support efforts.
• Proactively drive customer retention and expansion efforts through effective relationship management.
• Document customer interactions, product feedback, and best practices to enhance team knowledge.
• Serve as the main point of contact for customer inquiries and issues, troubleshooting them with minimal supervision.
• Collaborate with the integration engineering team to ensure successful implementation of custom APIs and integrations.

Requirements

• Proven experience in a customer success or account management role, preferably within a B2B SaaS environment.
• Strong technical aptitude with the ability to configure AI agents, prompts, workflows, and call flows.
• Exceptional spoken and written English communication skills.
• Demonstrated proactive follow-through and attention to detail in customer interactions.
• Experience with customer retention and expansion strategies.
• Ability to work independently and manage multiple customer accounts simultaneously.
• Familiarity with EHR/scheduling systems is a plus.
• Willingness to work full-time during US business hours.

Nice to Have

• Experience in technical troubleshooting and software configuration.
• Background in customer support or technical support roles.
• Knowledge of AI technologies and their applications in customer service.
• Familiarity with API integrations and technical documentation.
• Experience in a fast-paced startup environment.

Onboarding Timeline

• Day 2: Understand product, accounts, customer journey, escalation paths, and open-item tracking.
• Day 4: Independently configure and test a complete standard AI agent/call flow.
• Day 7: Independently run a standard customer go-live end-to-end, including supported EHR/scheduling integrations, configuration, testing, and customer communication.
• Day 14: Independently own live accounts and troubleshoot/escalate issues with minimal supervision.
• Day 30: Operate as a fully productive account owner, proactively driving retention, expansion, documentation, and product feedback.

Benefits

• Opportunity to work remotely from anywhere in South Africa.
• Engaging company culture with a focus on professional development and growth opportunities.
• Access to advanced tools and technologies in the AI space.
• Collaborative and supportive team environment.
• Regular training and opportunities to enhance technical skills.
• Participation in team-building activities and company events.