The Role
Own the post-sale customer journey from implementation through adoption, renewal, and expansion. Configure AI agents, workflows, prompts, integrations, call routing, notifications, and automation rules. Lead onboarding and implementation calls, troubleshoot technical issues, coordinate with engineering, identify churn and growth opportunities, and create playbooks to improve recurring implementation processes. Manage multiple B2B software customers while delivering measurable ongoing value.
Summary Generated by Built In
About Central
Central builds AI agents that do real operational work for businesses. Our agents handle tasks like answering phones, booking appointments, and working within scheduling and healthcare systems. As we expand into more back-office workflows, we are seeking an Implementation & Customer Success Manager who finds this evolution exciting.
In this role, you will take ownership of the customer journey post-signing, ensuring effective implementation and ongoing value delivery. Your proactive approach will help identify and solve problems before they escalate, fostering strong relationships with our clients.
Responsibilities
- Own customers end to end, from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion.
- Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation.
- Configure AI agents by building and improving prompts, workflows, actions, escalation logic, SMS rules, and knowledge integrations.
- Implement new workflows as Central expands beyond voice and front-desk automation.
- Run integrations with systems like athenahealth, Brightree, Availity, and NexHealth.
- Communicate regularly with customers through onboarding calls, implementation sessions, check-ins, and troubleshooting calls.
- Investigate problems independently, reproducing issues and checking configurations before escalating to engineering.
- Triage engineering issues effectively, providing necessary context and verifying fixes before closing the loop.
- Identify churn risks and opportunities for account growth by understanding customer value and needs.
- Turn recurring implementation problems into documented playbooks and automation improvements.
Requirements
- 3+ years in implementation, onboarding, technical account management, customer success, or a similar customer-facing role at a B2B software company.
- Experience owning a book of customers or implementations directly.
- Hands-on experience configuring software for customers, including workflow builders and automation tools.
- Strong spoken and written English, with the ability to communicate directly with customers.
- Experience with telephony, VoIP, SIP, EHRs, APIs, webhooks, or workflow automation tools.
- Comfortable troubleshooting technical problems without immediate escalation.
- Highly organized and able to manage multiple implementations simultaneously.
- Availability during US business hours, regardless of location.
Nice to Have
- Experience in front-office, practice-management, or healthcare operations.
- Familiarity with tools such as Linear/Jira, Stripe, and Slack.
- Experience working in early-stage or fast-moving startups.
- Knowledge of implementing AI agents or AI-powered workflows.
- Experience identifying or closing expansion revenue from existing customers.
Benefits
- Remote work flexibility allowing you to work from anywhere.
- Opportunities for professional development and growth.
- Access to a supportive and innovative team environment.
- Work on cutting-edge AI technology and contribute to meaningful projects.
- Collaborative culture focused on outcomes and team success.
- Potential for career advancement as the company grows.
First 90 Days
- By Day 30, you will have taken over your customer book and independently configured a complete AI workflow.
- By Day 60, you will be running new implementations from kickoff to go-live with meaningful integrations.
- By Day 90, you will own your accounts with minimal supervision and contribute to developing documented playbooks.
We are an equal opportunity employer and welcome applicants from all backgrounds. If you’re ready to be part of an innovative company that values your expertise and fosters growth, we encourage you to apply!
Skills Required
- 3+ years of experience in implementation, onboarding, technical account management, customer success, or a similar customer-facing role at a B2B software company
- Experience directly owning a book of customers or implementations
- Hands-on experience configuring software for customers, including workflow builders and automation tools
- Strong spoken and written English
- Experience with telephony, VoIP, SIP, EHRs, APIs, webhooks, or workflow automation tools
- Ability to troubleshoot technical problems without immediate escalation
- Ability to manage multiple implementations simultaneously in an organized manner
- Availability during US business hours regardless of location
- Experience in front-office, practice-management, or healthcare operations
- Familiarity with Linear or Jira, Stripe, and Slack
- Experience working in an early-stage or fast-moving startup
- Knowledge of implementing AI agents or AI-powered workflows
- Experience identifying or closing expansion revenue from existing customers
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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.
