Implementation & Customer Success Manager – AI Agents

• Own customer relationships end to end, from the signed contract through implementation, launch, ongoing success, renewal, and expansion.
• Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation, testing the entire experience yourself.
• Configure AI agents by building and improving prompts, workflows, escalation logic, and other behaviors as the product evolves.
• Implement new workflows as Central expands beyond voice automation into back-office operations.
• Run integrations with various systems, managing API credentials, handling authentication, and working directly with the customer's IT team.
• Engage with customers through onboarding calls, implementation sessions, and troubleshooting interactions, proactively addressing any issues.
• Investigate problems by reproducing issues, checking configurations, and isolating failures before escalating to engineering.
• Triage engineering issues properly, providing necessary context and verifying solutions before closing the loop.
• Protect and grow revenue by identifying churn risks and opportunities for account expansion.
• Transform repetitive implementation challenges into documented playbooks and automation solutions.

• 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.
• Ability to configure software for customers using workflow builders, automation tools, or similar products.
• Strong spoken and written English skills for effective customer communication.
• Hands-on experience with telephony, VoIP, call forwarding platforms, EHRs, or APIs.
• Comfortable troubleshooting technical problems independently.
• Must be able to consistently work US business hours.
• Highly organized, managing multiple implementations and customer issues efficiently.
• Adaptable to a fast-moving environment with changing products and priorities.

• Remote work flexibility, allowing you to work from anywhere.
• Opportunities for professional development and career growth.
• A supportive team culture that values collaboration and innovation.
• Access to cutting-edge AI technology and tools.
• Involvement in shaping the future of AI-driven workflows.
• Competitive compensation and recognition for your contributions.