Customer Success Manager, AI Agents

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

📋 Description

• Take charge of the customer relationship and all outstanding items post-signing, including onboarding, adoption, renewal, and expansion.

• Oversee a portfolio of active accounts while staying informed about account conditions, challenges, customer sentiment, and unresolved issues.

• Conduct follow-ups on pending items, deals, escalations, and promised callbacks.

• Onboard new customers by setting up call forwarding, creating workflows, connecting relevant integrations, and testing end-to-end using actual records.

• Configure call flows, prompts, transfer settings, SMS, notification rules, and other product configurations.

• Engage in multiple customer calls each day, including onboarding sessions, check-ins, escalations, and customer retention efforts.

• Detect churn risks, address overdue invoices, and finalize upsell opportunities.

• Recognize repetitive back-office tasks that could be automated and document potential opportunities for the team.

• Create reusable operational playbooks by documenting recurring fixes.

• Manage engineering transitions while maintaining ownership of customer updates, timelines, and follow-ups.

• Resolve or provide written updates on outstanding items within the same day and submit daily written progress reports.

• Verify solutions on actual records and escalate platform bugs or code-dependent issues to the Integration Engineer.

• Lead new implementations, prevent churn, document solutions, secure expansion revenue, and suggest automation opportunities during the initial 90 days.

⛳️ Requirements

• Minimum of 2 years in B2B Customer Success, Account Management, or Technical Support with responsibility for a designated account list.

• Practical software configuration experience with automations, IVR, phone trees, CRM, or no-code tools.

• Technical proficiency, including the ability to read API documentation, understand webhooks, and self-learn new tools.

• Daily phone interaction with clients.

• Demonstrated experience achieving retention, renewal, or upsell targets.

• Clear and confident spoken English for live interactions with US business owners and clinic staff.

• Full availability for live calls during US business hours.

• High-level written English proficiency for independently managing customer emails.

• Experience in telephony, healthcare front-office/practice management/EHR/RCM, startup environments, familiarity with Linear, Jira, Stripe, and Slack Connect, and experience deploying AI automations, agents, or scripts are advantageous.

🏝️ Benefits

• Fully remote work environment.

• Flexible hours, with a requirement to align with US client working hours.