The Role
Own B2B customer relationships from onboarding through retention and expansion. Configure and test AI agents, troubleshoot issues, conduct implementation calls, manage churn risks, identify upsell opportunities, gather product feedback, and create support playbooks. The role requires strong communication, technical aptitude, independent execution, account-management experience, and familiarity with software configuration and customer retention processes.
Summary Generated by Built In
About Central
Central builds AI agents that do real work for businesses. Our agents answer phones, book appointments, look up records, and manage customer follow-ups among other tasks. We are rapidly expanding into back-office workflows, and we need a driven individual to join our team as a Customer Success & Account Manager.
This role is critical as you will own the customer relationship from onboarding through to retention and expansion. You will be expected to configure AI agents, troubleshoot issues, and ensure that customer needs are met promptly and efficiently.
Responsibilities
- Own a book of customers, maintaining awareness of their needs and status.
- Move customer inquiries and issues forward the same day to ensure rapid resolution.
- Take customers live by configuring and testing AI agents based on their workflows.
- Configure AI agents personally, including prompts, flows, and escalation rules.
- Troubleshoot issues independently before escalating them to engineering.
- Document issues and provide clear steps for engineering handoff when necessary.
- Conduct onboarding and implementation calls, ensuring customers are supported.
- Identify churn risks early and proactively manage customer satisfaction.
- Grow accounts by recognizing additional opportunities for automation and support.
- Collect feedback from customers to help shape future product development.
- Document recurring problems into playbooks or templates for future reference.
Requirements
- 2+ years in a customer-facing B2B software role with direct ownership of customer accounts.
- Excellent spoken and written English communication skills.
- Experience configuring software independently.
- Strong technical aptitude to learn and troubleshoot new software.
- Proven ability to follow through on tasks without needing constant reminders.
- Organizational skills to manage multiple accounts effectively.
- Experience in retention, renewal, and account growth conversations.
- Genuine curiosity about AI and its applications in business.
- Able to work during US business hours.
Nice to Have
- Familiarity with workflow builders, automation tools, or CRM systems.
- Experience with APIs, webhooks, or integrations.
- Knowledge of telephony systems such as Twilio or RingCentral.
- Background in healthcare operations or management systems.
- Startup experience with dynamic priorities and products.
- Experience meeting retention or upsell targets.
- Demonstrated capability in building or automating processes using AI.
Benefits
- Fully remote work environment with a focus on performance and results.
- Opportunity to work with cutting-edge AI technology and contribute to its development.
- Collaborative team culture that promotes learning and growth.
- Professional development opportunities to enhance your skills.
- Engagement with a diverse team across various countries.
- Competitive compensation package based on experience.
About the Role
- This role is essential in ensuring customer satisfaction and loyalty as we expand our services.
- You'll be at the forefront of customer interactions, making a significant impact on their experience with Central.
- We are looking for someone who is proactive, eager to learn, and capable of driving results in a fast-paced environment.
Central is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified individuals to apply and join our innovative team.
Skills Required
- 2+ years in a customer-facing B2B software role with direct ownership of customer accounts
- Excellent spoken and written English communication skills
- Experience configuring software independently
- Strong technical aptitude to learn and troubleshoot new software
- Ability to follow through on tasks without constant reminders
- Organizational skills to manage multiple accounts effectively
- Experience with retention, renewal, and account growth conversations
- Genuine curiosity about AI and its business applications
- Availability during US business hours
- Familiarity with workflow builders, automation tools, or CRM systems
- Experience with APIs, webhooks, or integrations
- Knowledge of telephony systems such as Twilio or RingCentral
- Background in healthcare operations or management systems
- Startup experience with dynamic priorities and products
- Experience meeting retention or upsell targets
- Experience building or automating processes using AI
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The Company
What We Do
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