Customer Success Manager, AI Agents

• Own the customer relationship and account after signing, including onboarding, adoption, renewal, and expansion
• Manage a book of live accounts, tracking status, issues, customer sentiment, and unresolved items
• Run follow-ups on open items, deals, escalations, and promised callbacks
• Take new customers live by setting up call forwarding, building flows, connecting supported integrations, and testing end to end
• Configure call flows, prompts, transfer settings, SMS, notifications, and other product settings
• Handle several customer calls per day, including onboarding, check-ins, escalations, and retention saves
• Identify churn risk, work past-due invoices, and close upsells
• Identify repetitive back-office work and propose automation opportunities
• Document recurring fixes as reusable playbooks
• Manage engineering handoffs while retaining ownership of customer updates, timelines, and follow-up
• Post daily written progress reports and resolve or update open items the same day

• 2+ years in B2B Customer Success, Account Management, or Tech Support owning a named account list
• Hands-on software configuration experience with automations, IVR, phone trees, CRM, or no-code tools
• Ability to read API documentation, understand webhooks, and self-learn new tools
• Daily phone communication with clients
• Proven experience carrying a retention, renewal, or upsell target
• Clear, confident spoken English for live calls with US business owners and clinic staff
• Full availability for live calls during US business hours
• High-level written English for autonomous customer emails
• Telephony experience, healthcare/practice-management background, startup experience, familiarity with Linear, Jira, Stripe, and Slack Connect, and AI automation experience are nice-to-haves

• Flexible hours
• Fully remote work
• Remote-work availability across multiple hiring regions