Implementation & Customer Success Manager

About CentralCentral builds AI agents that perform real operational work for businesses. Our technology currently includes answering phones, booking appointments, and managing customer follow-ups, with plans to expand into more complex back-office workflows and deeper automation. We are seeking an Implementation & Customer Success Manager to ensure our clients derive maximum value from our products.

Responsibilities

• Own customers end to end, managing the journey from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion.
• Take new customers live by configuring workflows, call forwarding, prompts, and integrations, testing the entire customer experience before launch.
• Configure AI agents, building and improving prompts, workflows, and integrations as the product evolves.
• Implement new workflows, adapting to rapidly changing processes and tools.
• Run integrations with systems such as athenahealth, Brightree, and NexHealth by obtaining API credentials and debugging permissions.
• Engage with customers through onboarding calls, implementation sessions, and troubleshooting to maintain a proactive communication flow.
• Investigate problems independently, checking configurations and logs to isolate issues before escalating to engineering.
• Triage engineering issues by providing comprehensive information for resolution and verifying fixes before concluding cases.
• Protect and grow revenue by identifying churn risks and opportunities for account expansion.
• Transform recurring issues into documented playbooks or automated solutions to enhance efficiency.

Requirements

• 3+ years in implementation, onboarding, technical account management, or customer success at a B2B software company.
• Experience managing a book of customers or implementations directly.
• Proven ability to configure software solutions, including workflow builders, automation tools, and integrations.
• Strong spoken and written English communication skills, capable of handling customer interactions independently.
• Hands-on experience with telephony, EHRs, APIs, or workflow automation tools.
• Comfortable troubleshooting technical issues without immediate escalation.
• Availability to work US business hours consistently.
• Highly organized with the ability to manage multiple implementations and customer issues simultaneously.
• Adaptable to a fast-paced environment where product and priorities frequently change.

Nice to Have

• Experience in front-office, practice-management, or healthcare operations.
• Familiarity with systems like athenahealth, Availity, or Brightree.