Customer Success Manager, AI Agents

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

📋 Description

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

• Oversee a portfolio of active accounts along with all outstanding items.

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

• Facilitate the onboarding of new customers by arranging call forwarding, constructing flows, integrating supported systems, and performing comprehensive testing.

• Set up flow builders, prompt builders, transfer settings, SMS, and notification protocols.

• Engage in numerous customer calls daily for onboarding, check-ins, escalations, and retention efforts.

• Recognize churn risks, address overdue invoices, and secure upsells.

• Identify repetitive back-office tasks that can be streamlined through automation in the future.

• Record recurring solutions as reusable strategies.

• Oversee engineering handoffs, provide customer updates, manage timelines, and follow up until resolution.

• Submit thorough engineering escalations and independently develop/test product flows within 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 experience in software configuration involving automations, IVR, phone trees, CRM, or no-code tools.

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

• Regular phone communication with clients is essential.

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

• Strong and clear spoken English for live interactions with US business owners and clinic personnel.

• Full availability for live calls during US business hours is required.

• Proficient written English skills to independently handle customer emails.

• Experience in telephony, healthcare front-office/practice management/EHR/RCM, startup environments, familiarity with Linear, Jira, Stripe, and Slack Connect, and a background in implementing AI automations are considered advantageous.

🏝️ Benefits

• Flexible working hours.

• Opportunity for fully remote work.

• Daily written progress updates and the freedom to manage accounts independently.

• Potential for rapid growth within an early-stage team.

• Exposure to AI agents and automation processes.

• Opportunities to secure upsells and generate expansion revenue.