Implementation & Customer Success Specialist

About CentralCentral is an innovative startup that builds AI voice agents and is expanding its product line into broader AI solutions and back-office workflows. We are looking for a highly proactive Implementation & Customer Success Specialist who thrives in ambiguity and is eager to learn about AI while implementing our solutions in real business scenarios.This is an execution-heavy role, focusing on customer implementation and success rather than traditional relationship management. You will play a crucial role in ensuring our customers effectively adopt and benefit from our AI agents, driving their success and expansion.

Responsibilities

• Take ownership of customers from contract signing through implementation, go-live, adoption, retention, and expansion.
• Independently configure AI agents, including prompts, workflows, actions, transfer rules, notifications, and integrations.
• Troubleshoot customer issues and provide solutions before escalating to engineering.
• Work with APIs, credentials, authentication, 2FA, webhooks, and third-party systems.
• Handle healthcare/EHR/scheduling integrations as needed.
• Conduct end-to-end testing of implementations to ensure they function correctly.
• Run onboarding, implementation, troubleshooting, check-in, and escalation calls with customers.
• Proactively identify and address issues with unhappy or inactive customers.
• Document recurring problems and develop repeatable processes/playbooks.
• Adapt to new AI workflows as Central evolves its product offerings.

Requirements

• Customer-facing experience with a strong focus on ownership and resolution.
• Excellent spoken and written English communication skills.
• Demonstrated evidence of ownership in prior roles.
• Technical aptitude and comfort with software configurations.
• Availability during US business hours.
• Ability to learn quickly and adapt to new technologies.

Strong Signals (Preferred Qualifications)

• Experience in SaaS implementation or customer success.
• Hands-on experience configuring software for customers.
• Familiarity with workflow/no-code/automation tools.
• Understanding of APIs/webhooks and telephony/VoIP systems.
• Experience in healthcare/EHR/PMS/RCM environments.
• Prior experience in startup operations or working with AI tools.
• Ability to identify upsell and expansion opportunities.

Benefits

• Remote work with the ability to work from various locations.
• Opportunity for professional development in AI and customer success.
• Dynamic startup culture with a focus on innovation.
• Increasing ownership and responsibility as you grow in the role.
• Collaborative environment where your contributions directly impact customer success.
• Access to learning opportunities and resources to advance your career.

First 90 Days Expectations

• 30 Days: Learn about our product, understand assigned customers, run customer conversations, and configure/test standard workflows.
• 60 Days: Independently own implementations and diagnose most configuration/integration problems before escalating.
• 90 Days: Manage a customer book with minimal supervision, proactively identify churn risks, and begin identifying expansion opportunities. At Central, we value diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences. Join us in transforming how businesses leverage AI to enhance their operations!