Implementation & Customer Success Manager

About CentralCentral 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.