Implementation & Customer Success Manager

About CentralCentral 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.