Implementation & Customer Success Specialist – AI Agents

• Take ownership of customers from contract signing through implementation, go-live, adoption, retention, and expansion
• Independently configure AI agents, including prompts, workflows, actions, transfer rules, notifications, and integrations
• Troubleshoot customer issues and provide solutions before escalating to engineering
• Work with APIs, credentials, authentication, 2FA, webhooks, and third-party systems
• Handle healthcare/EHR/scheduling integrations as needed
• Conduct end-to-end testing of implementations to ensure they function correctly
• Run onboarding, implementation, troubleshooting, check-in, and escalation calls with customers
• Proactively identify and address issues with unhappy or inactive customers
• Document recurring problems and develop repeatable processes/playbooks
• Adapt to new AI workflows as Central evolves its product offerings
• During the first 30 days, learn the product, understand assigned customers, run customer conversations, and configure/test standard workflows
• By 60 days, independently own implementations and diagnose most configuration/integration problems before escalating
• By 90 days, manage a customer book with minimal supervision, proactively identify churn risks, and begin identifying expansion opportunities

• Customer-facing experience with a strong focus on ownership and resolution
• Excellent spoken and written English communication skills
• Demonstrated evidence of ownership in prior roles
• Technical aptitude and comfort with software configurations
• Availability during US business hours
• Ability to learn quickly and adapt to new technologies
• Experience in SaaS implementation or customer success (preferred)
• Hands-on experience configuring software for customers (preferred)
• Familiarity with workflow/no-code/automation tools (preferred)
• Understanding of APIs/webhooks and telephony/VoIP systems (preferred)
• Experience in healthcare/EHR/PMS/RCM environments (preferred)
• Prior experience in startup operations or working with AI tools (preferred)
• Ability to identify upsell and expansion opportunities (preferred)

• Remote work with the ability to work from various locations
• Opportunity for professional development in AI and customer success
• Dynamic startup culture with a focus on innovation
• Increasing ownership and responsibility as you grow in the role
• Collaborative environment where your contributions directly impact customer success
• Access to learning opportunities and resources to advance your career