Customer Success, Account Manager – AI Agents

• Own a book of customers and monitor live, blocked, broken, unresolved, at-risk, and growth-opportunity items
• Act quickly on customer questions, open items, implementation blockers, engineering escalations, and commercial conversations
• Take customers live by understanding workflows, configuring AI agents, connecting systems, and testing end to end
• Configure AI agents using prompts, flows, transfer and escalation rules, and other product settings
• Troubleshoot configuration issues, reproduce problems, inspect configurations, and fix issues independently
• Provide engineering with reproduction steps, customer impact, and urgency when escalating
• Personally verify solutions before informing customers of fixes
• Conduct onboarding, troubleshooting, and expansion calls
• Identify churn risks and protect revenue
• Identify additional workflows or processes that Central can automate to grow accounts
• Provide product feedback on recurring problems
• Create playbooks and templates from recurring problems
• Communicate customer needs to the product team and help shape future service iterations

• 2+ years in a customer-facing B2B software role
• Experience managing customer accounts independently
• Excellent spoken and written English
• Experience configuring software independently
• Strong technical comfort to troubleshoot configuration issues
• Extremely strong follow-through
• Organized to track the status of all important accounts
• Experience with retention, renewal, and expansion conversations
• Genuine curiosity about AI and its applications in business
• Able to work US business hours consistently
• Background in workflow builders or no-code tools
• Familiarity with APIs or third-party integrations
• Experience with telephony systems like Twilio or RingCentral
• Knowledge of healthcare operations or EHR systems
• Startup experience with changing priorities
• Experience with retention or upsell targets
• Experience building or automating projects using AI

• Fully remote work environment
• Opportunity to work with cutting-edge AI technology
• Professional development and growth opportunities
• Collaborative and dynamic company culture
• Exposure to diverse customer workflows and industry challenges
• Contribute directly to product development based on customer feedback