Implementation & Customer Success Manager

About CentralCentral builds AI agents that do real operational work for businesses. Our solutions streamline various tasks such as answering phones, booking appointments, and managing records, and we are rapidly expanding into more back-office workflows and deeper automation.We are looking for an Implementation & Customer Success Manager who is excited about the evolving nature of our product. You will take ownership of customer relationships post-signing, ensuring that each implementation is successful and that the product continues to deliver value.

Responsibilities

• Own customer relationships end to end, from the signed contract through implementation, launch, ongoing success, renewal, and expansion.
• Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation, testing the entire experience yourself.
• Configure AI agents by building and improving prompts, workflows, escalation logic, and other behaviors as the product evolves.
• Implement new workflows as Central expands beyond voice automation into back-office operations.
• Run integrations with various systems, managing API credentials, handling authentication, and working directly with the customer's IT team.
• Engage with customers through onboarding calls, implementation sessions, and troubleshooting interactions, proactively addressing any issues.
• Investigate problems by reproducing issues, checking configurations, and isolating failures before escalating to engineering.
• Triage engineering issues properly, providing necessary context and verifying solutions before closing the loop.
• Protect and grow revenue by identifying churn risks and opportunities for account expansion.
• Transform repetitive implementation challenges into documented playbooks and automation solutions.

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.
• Ability to configure software for customers using workflow builders, automation tools, or similar products.
• Strong spoken and written English skills for effective customer communication.
• Hands-on experience with telephony, VoIP, call forwarding platforms, EHRs, or APIs.
• Comfortable troubleshooting technical problems independently.
• Must be able to consistently work US business hours.
• Highly organized, managing multiple implementations and customer issues efficiently.
• Adaptable to a fast-moving environment with changing products and priorities.