Implementation, Customer Success Manager – AI Agents

• Own the customer journey from contract signing through implementation, launch, and ongoing success.
• Take new customers live by configuring workflows, call forwarding, and integrations.
• Build and improve AI agent behaviors, including prompts and escalation logic.
• Implement new workflows as the product evolves.
• Work with systems like athenahealth and Brightree for integrations, handling authentication and debugging.
• Conduct onboarding calls and regular check-ins with customers to ensure satisfaction.
• Investigate and troubleshoot issues, isolating problems and fixing them when possible.
• Triage engineering issues with detailed context for efficient resolution.
• Protect revenue by identifying churn risks and opportunities for account expansion.
• Document recurring issues and create playbooks for future reference.
• Serve as the primary point of contact for customers and ensure they get maximum value from the solutions.

• 3+ years in implementation, customer success, or a technical account management role at a B2B software company.
• Proven experience managing a book of customers or implementations independently.
• Hands-on experience configuring software for customers, such as CRMs or workflow automation tools.
• Strong spoken and written English communication skills.
• Experience with telephony, healthcare software, or APIs and integrations.
• Ability to troubleshoot technical issues effectively.
• Strong organizational skills to manage multiple implementations simultaneously.
• Willingness to work US business hours consistently.

• Opportunity to work with cutting-edge AI technology in a rapidly evolving field.
• Remote work environment with flexibility in your setup.
• Professional development opportunities and growth within the company.
• Collaborative team culture with a focus on innovation.
• Access to learning resources and support for career advancement.
• Engaging work that impacts real business operations.