Implementation & Customer Success Manager — AI Agents

Responsibilities

• Own customers end to end, managing the journey from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion.
• Take new customers live by configuring workflows, call forwarding, prompts, and integrations, testing the entire customer experience before launch.
• Configure AI agents, building and improving prompts, workflows, and integrations as the product evolves.
• Implement new workflows, adapting to rapidly changing processes and tools.
• Run integrations with systems such as athenahealth, Brightree, and NexHealth by obtaining API credentials and debugging permissions.
• Engage with customers through onboarding calls, implementation sessions, and troubleshooting to maintain a proactive communication flow.
• Investigate problems independently, checking configurations and logs to isolate issues before escalating to engineering.
• Triage engineering issues by providing comprehensive information for resolution and verifying fixes before concluding cases.
• Protect and grow revenue by identifying churn risks and opportunities for account expansion.
• Transform recurring issues into documented playbooks or automated solutions to enhance efficiency.

Requirements

• 3+ years in implementation, onboarding, technical account management, or customer success at a B2B software company.
• Experience managing a book of customers or implementations directly.
• Proven ability to configure software solutions, including workflow builders, automation tools, and integrations.
• Strong spoken and written English communication skills, capable of handling customer interactions independently.
• Hands-on experience with telephony, EHRs, APIs, or workflow automation tools.
• Comfortable troubleshooting technical issues without immediate escalation.
• Availability to work US business hours consistently.
• Highly organized with the ability to manage multiple implementations and customer issues simultaneously.
• Adaptable to a fast-paced environment where product and priorities frequently change.

Nice to Have

• Experience in front-office, practice-management, or healthcare operations.
• Familiarity with systems like athenahealth, Availity, or Brightree.
• Prior experience implementing AI agents or workflows.
• Knowledge of tools such as Linear/Jira, Stripe, and Slack.
• Experience in early-stage startups or fast-paced environments.
• Proven success in identifying and closing expansion revenue opportunities.

Benefits

• Opportunity to work remotely with a dynamic team.
• Engaging work environment with a focus on innovation and AI technologies.
• Professional development opportunities to grow alongside our evolving product.
• Collaborative team culture that values curiosity and initiative.
• Autonomy in managing customer relationships and implementations.
• Potential for career advancement as the company expands.

About the Role

• This position is key to Central’s success in transforming customer operations through AI. You will play a vital role in ensuring customers can effectively utilize our solutions, driving satisfaction and loyalty.
• The Implementation & Customer Success Manager will be the primary point of contact for clients, responsible for not just implementation but fostering long-term relationships that encourage growth and expansion.
• Your contributions will directly impact our clients' success and the evolution of our product offerings.