The Role
Own and grow a portfolio of B2B software customers, leading onboarding, AI-agent configuration, integrations, testing, troubleshooting, escalations, renewals, and expansion. Configure prompts, workflows, transfer rules, and product settings; identify and resolve issues before escalating to engineering; conduct customer calls; protect retention; document recurring solutions; and provide product feedback.
Summary Generated by Built In
About Central
Central builds AI agents that do real work for businesses. Our agents handle a variety of tasks, from answering phones to managing scheduling systems. As we expand into back-office workflows, we are seeking a dedicated Customer Success & Account Manager to ensure fast execution and customer satisfaction.
Responsibilities
- Own a book of customers. Know what's live, what's blocked, what's broken, who's unhappy, what's unresolved, what's at risk, and where there is an opportunity to grow.
- Move things the same day. Customer questions, open items, implementation blockers, engineering escalations, and commercial conversations should get action quickly.
- Take customers live. Understand their workflow, configure their AI agent, connect systems, and test everything end to end before launch.
- Configure AI agents yourself. Work with prompts, flows, transfer and escalation rules, and other product settings.
- Troubleshoot before escalating. Reproduce problems, inspect configurations, and fix issues independently.
- Own the handoff to engineering. Provide clear reproduction steps, customer impact, and urgency when escalating issues.
- Verify the outcome. Test solutions personally before informing customers of fixes.
- Be on the phone. Conduct onboarding, troubleshooting, and expansion calls actively.
- Protect revenue. Spot churn risks early and ensure accounts remain healthy.
- Grow accounts. Identify additional workflows or processes that Central can automate.
- Help shape the product. Provide feedback on recurring problems that should be automated.
- Document what you learn. Create playbooks and templates from recurring problems.
Requirements
- 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.
Nice to Have
- 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.
About the Role
In this role, you will be at the forefront of customer interaction, ensuring that their experiences with our AI agents are smooth and effective. Your ability to act quickly and decisively will be crucial as you manage customer accounts and navigate obstacles.Central expects a dynamic environment where your contributions directly impact customer satisfaction and product development. You'll play a vital role in communicating customer needs back to the product team, helping shape future iterations of our services.As we continue to expand, your insights and proactive engagement will help guide the direction of Central's growth, making this a unique opportunity to influence the future of AI solutions in business operations.
Benefits
- 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.
Central is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from candidates of all backgrounds.
Skills Required
- 2+ years in a customer-facing B2B software role
- Experience independently managing customer accounts
- Excellent spoken and written English
- Experience configuring software independently
- Strong technical comfort troubleshooting configuration issues
- Extremely strong follow-through
- Strong organization for tracking important account statuses
- Experience with retention, renewal, and expansion conversations
- Genuine curiosity about AI and its business applications
- Ability to consistently work US business hours
- Background in workflow builders or no-code tools
- Familiarity with APIs or third-party integrations
- Experience with telephony systems such as 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
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The Company
What We Do
Wing provides SMBs, startups, and executives with top-tier remote talent to take over recurring work such as Social Media Management, Executive Assistance, Data Entry, Sales Calling, etc. Wing is your super affordable team member to whom you can delegate excess work while you do the important things to grow your business.
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