Customer Success Manager

We're also open to Account Manager, and Technical Account Manager backgrounds. What matters is that you're tech-savvy and you own outcomes.

The Role

Central replaces the front desk. Our AI answers the phone for clinics, dental and sleep practices, auto shops and other small businesses — books appointments, looks up patient records, transfers calls to a human when it matters. We're now expanding into the back office: intake, scheduling, verification, follow-up and the admin work that eats a practice's day.

You own the customer after they sign. Their onboarding, their adoption, their renewal, their expansion. You are the person they call, and the person who calls them first when something looks wrong.

You won't be doing this alone. We have an integration engineer who handles the deep technical build — new EHR connections, custom API work, anything that needs code. Your job is to own the relationship and the account, configure the product yourself for everyday needs, and hand off cleanly when something genuinely needs engineering.

What's yours, and what's the engineer's

Being clear about this up front, because the handoff is where accounts usually get dropped:

| You own | The Integration Engineer owns |

• The customer relationship and every open item on it | Building new EHR and system integrations
• Call flows, prompts, transfer rules, SMS and notification settings | Custom API work and anything needing code
• Getting the customer live on existing, supported integrations | Debugging the platform itself
• Deciding when something is a bug vs a config problem | Fixing the bug once you've escalated it
• Telling the customer what's happening, and when 

The handoff is yours to manage

• Escalating to the engineer does not move the account off
  your plate.
• You still own the update to the customer, the timeline, and the follow-up until
  it's actually closed.

What you'll do

• Own a book of live accounts - Know every one — what's live, what's broken, who's quiet, who's unhappy, what's unresolved. Nothing should sit open for weeks.
• Run follow-ups relentlessly - Open items, deals, escalations, promised call-backs. This is most of the job, and it is the part that decides whether we keep customers.
• Take new customers live - Set up call forwarding, build their flow, connect supported integrations, then test it end to end on a real record before you tell them it works.