Customer Success Manager, AI Agents

• Own the customer relationship, account, onboarding, adoption, renewal, and expansion after signing
• Manage a book of live accounts and all open 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 flow builders, prompt builders, transfer settings, SMS, and notification rules
• Conduct several customer calls per day for onboarding, check-ins, escalations, and saves
• Identify churn risks, work past-due invoices, and close upsells
• Identify repetitive back-office work suitable for future automation
• Document recurring fixes as reusable plays
• Manage engineering handoffs, customer updates, timelines, and follow-up through closure
• Submit complete engineering escalations and independently build/test product flows during the first 90 days

• 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
• Technical fluency, including reading API documentation and understanding webhooks
• 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 to manage customer emails autonomously
• Telephony experience, healthcare front-office/practice management/EHR/RCM experience, startup experience, familiarity with Linear, Jira, Stripe, and Slack Connect, and experience shipping AI automations listed as nice-to-haves

• Flexible hours
• Fully remote work
• Daily written progress reports and autonomy in managing accounts
• Opportunity to grow quickly in an early-stage team
• Exposure to AI agents and automation workflows
• Potential to close upsells and expansion revenue