The Role
Own the post-sale customer journey from implementation through ongoing success. Configure AI workflows, call forwarding, integrations, prompts, and escalation logic; troubleshoot technical issues; coordinate engineering escalations; conduct onboarding and check-ins; manage retention and expansion opportunities; and document recurring issues and playbooks.
Summary Generated by Built In
About Central
Central builds AI agents that do real operational work for businesses. Our product currently includes answering phones, booking appointments, and managing back-office workflows. As we expand into deeper automation, we are looking for an enthusiastic Implementation & Customer Success Manager to lead our customer engagements.
In this role, you will take ownership of the customer journey post-signature, ensuring that our AI solutions deliver consistent value. You will be integral in configuring products, troubleshooting issues, and fostering strong customer relationships to promote retention and expansion.
Responsibilities
- Own the customer journey from contract signing through implementation, launch, and ongoing success.
- Take new customers live by configuring workflows, call forwarding, and integrations.
- Build and improve AI agent behaviors, including prompts and escalation logic.
- Implement new workflows as the product evolves.
- Work with systems like athenahealth and Brightree for integrations, handling authentication and debugging.
- Conduct onboarding calls and regular check-ins with customers to ensure satisfaction.
- Investigate and troubleshoot issues, isolating problems and fixing them when possible.
- Triage engineering issues with detailed context for efficient resolution.
- Protect revenue by identifying churn risks and opportunities for account expansion.
- Document recurring issues and create playbooks for future reference.
Requirements
- 3+ years in implementation, customer success, or a technical account management role at a B2B software company.
- Proven experience managing a book of customers or implementations independently.
- Hands-on experience configuring software for customers, such as CRMs or workflow automation tools.
- Strong spoken and written English communication skills.
- Experience with telephony, healthcare software, or APIs and integrations.
- Ability to troubleshoot technical issues effectively.
- Strong organizational skills to manage multiple implementations simultaneously.
- Willingness to work US business hours consistently.
Nice to Have
- Experience in front-office or healthcare operations.
- Familiarity with tools such as Linear/Jira, Stripe, and Slack.
- Experience working at an early-stage or fast-moving startup.
- Knowledge of AI agents or AI-powered workflows.
- Proven ability to identify and close expansion opportunities with existing customers.
Benefits
- Opportunity to work with cutting-edge AI technology in a rapidly evolving field.
- Remote work environment with flexibility in your setup.
- Professional development opportunities and growth within the company.
- Collaborative team culture with a focus on innovation.
- Access to learning resources and support for career advancement.
- Engaging work that impacts real business operations.
About the Role
- The role requires a proactive approach to customer success and a willingness to learn alongside the company’s evolving product offerings.
- You will be the primary point of contact for customers, ensuring they get maximum value from our solutions.
- This position is critical in retaining customers and enhancing their experience through effective implementation and support.
At Central, we value diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences. We look forward to your application!
Skills Required
- 3+ years of experience in implementation, customer success, or technical account management at a B2B software company
- Experience independently managing a book of customers or implementations
- Hands-on experience configuring customer software, such as CRMs or workflow automation tools
- Strong spoken and written English communication skills
- Experience with telephony, healthcare software, or APIs and integrations
- Ability to troubleshoot technical issues effectively
- Strong organizational skills for managing multiple implementations simultaneously
- Willingness to work consistently during US business hours
- Experience in front-office or healthcare operations
- Familiarity with Linear, Jira, Stripe, and Slack
- Experience working at an early-stage or fast-moving startup
- Knowledge of AI agents or AI-powered workflows
- Ability to identify and close expansion opportunities with existing customers
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The Company
What We Do
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