Customer Success Manager, AI Agents

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

📋 Description

• Take charge of the customer relationship and account management post-signing, which includes onboarding, adoption, renewal, and expansion.

• Oversee a portfolio of active accounts while monitoring live status, issues, customer sentiment, and unresolved matters.

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

• Onboard new customers by establishing call forwarding, creating flows, connecting supported integrations, and performing end-to-end testing on real records.

• Set up call flows, prompts, transfer settings, SMS, notifications, and various other product configurations.

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

• Detect churn risks, address past-due invoices, and secure upselling opportunities.

• Recognize repetitive back-office tasks that could be automated in the future and suggest potential solutions.

• Record recurring solutions as reusable strategies.

• Manage engineering transitions while maintaining responsibility for customer updates, timelines, and follow-ups.

• Deliver daily written progress updates and resolve or provide updates on open items on the same day.

• Lead new implementations from start to finish and submit comprehensive engineering escalations.

• Actively work to prevent churn, document solutions, close expansion revenue, and propose automation opportunities for back-office processes.

⛳️ Requirements

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

• Practical experience in software configuration, including automations, IVR, phone trees, CRM, or no-code platforms.

• Technical proficiency, including the ability to read API documentation and comprehend webhooks.

• Daily phone communication with clients is required.

• Proven track record in meeting retention, renewal, or upselling targets.

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

• Full availability for live calls during U.S. business hours.

• High-level written English skills for independent management of customer emails.

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

🏝️ Benefits

• Fully remote work setup.

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