Customer Success, Account Manager – AI Agents

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage a portfolio of customers and monitor the status of their accounts, including live, blocked, broken, unresolved, or pending follow-ups.

• Address customer inquiries, outstanding issues, implementation challenges, engineering escalations, promised callbacks, renewals, and business discussions.

• Guide customers through the onboarding process by comprehending workflows, configuring AI agents, integrating supported systems, and conducting end-to-end testing.

• Set up AI agents by utilizing prompts, call flows, transfer and escalation protocols, knowledge bases, notifications, SMS, scheduling, and other product configurations.

• Resolve technical issues by replicating problems, examining configurations, and pinpointing failures before escalating them further.

• Oversee engineering handoffs by providing clear context and documentation while keeping customers informed.

• Confirm solutions through testing prior to informing customers of the resolution.

• Interact with customers daily during onboarding, check-ins, troubleshooting, escalations, renewals, retention efforts, and expansions.

• Proactively identify churn risks and intervene when accounts are not deriving value.

• Discover additional workflows, locations, teams, or processes that could be automated by Central.

• Share insights regarding repetitive tasks that can be automated with AI with the product team.

• Record recurring issues to create playbooks, templates, automation strategies, or product enhancements.

⛳️ Requirements

• Minimum of 2 years in a customer-facing B2B software role.

• Proven experience managing customer relationships or accounts directly.

• Strong verbal English skills with the confidence to independently conduct customer calls.

• Excellent written communication abilities.

• Experience in directly configuring software rather than solely submitting tickets.

• Technical aptitude to learn new software, comprehend integrations, and troubleshoot configuration issues.

• A reliable system for tracking customers, commitments, follow-ups, and outstanding items.

• Demonstrated history of proactive follow-through without the need for reminders.

• Comfortable engaging in retention, renewal, or expansion discussions.

• Consistently available during US business hours.

• A genuine interest in AI and its capacity to streamline business operations.

• Nice to have: Experience in SaaS implementation or onboarding processes.

• Nice to have: Familiarity with workflow automation tools, CRM systems, or no-code platforms.

• Nice to have: Knowledge of APIs, webhooks, OAuth, or integration methodologies.

• Nice to have: Experience with telephony solutions, VoIP, call forwarding, Twilio, Dialpad, or RingCentral.

• Nice to have: Background in healthcare, EHR, practice management, or revenue cycle management (RCM).

• Nice to have: Experience in early-stage startups.

• Nice to have: Experience meeting retention, renewal, or upsell targets.

• Nice to have: Hands-on experience creating or automating processes using AI.

🏝️ Benefits

• Competitive salary with opportunities for advancement.

• Fully remote work setup.

• Access to professional development resources.

• Opportunity to engage with innovative AI technologies.

• A collaborative and inclusive company culture.

• A supportive team environment that encourages learning and career progression.

• Involvement with diverse customer workflows and industries.