Implementation and Customer Success Manager – AI Agents

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

📋 Description

• Manage the customer journey from the signed contract through implementation, launch, ongoing success, renewal, and growth.

• Activate new customers by setting up workflows, call routing, prompts, transfer rules, scheduling, notifications, integrations, and other automation tasks.

• Develop AI agents by creating and refining prompts, workflows, actions, escalation processes, SMS rules, and knowledge integrations.

• Establish new workflows as Central diversifies beyond voice and front-desk automation.

• Execute integrations with systems such as athenahealth, Brightree, Availity, and NexHealth.

• Maintain regular communication with customers through onboarding calls, implementation sessions, check-ins, and troubleshooting discussions.

• Investigate issues independently, replicating problems and reviewing configurations before escalating to engineering teams.

• Effectively triage engineering issues, providing essential context and confirming fixes before closing the loop.

• Recognize churn risks and avenues for account growth by understanding customer value and requirements.

• Transform recurring implementation challenges into well-documented playbooks and automation enhancements.

• By Day 30, assume responsibility for the customer portfolio and independently establish a complete AI workflow.

• By Day 60, lead new implementations from kickoff to go-live with significant integrations.

• By Day 90, manage accounts with minimal oversight and contribute to the creation of documented playbooks.

⛳️ Requirements

• A minimum of 3 years in implementation, onboarding, technical account management, customer success, or a related customer-facing role within a B2B software company.

• Proven experience managing a portfolio of customers or implementations directly.

• Practical experience configuring software for clients, including workflow builders and automation tools.

• Excellent spoken and written English skills, with the capability to communicate effectively with customers.

• Familiarity with telephony, VoIP, SIP, EHRs, APIs, webhooks, or workflow automation tools.

• Comfortable resolving technical issues without immediate escalation.

• Highly organized, with the ability to manage multiple implementations concurrently.

• Availability during US business hours, regardless of your location.

🏝️ Benefits

• Flexibility to work remotely from any location.

• Opportunities for professional development and career advancement.

• Access to a supportive and innovative team environment.

• Work on state-of-the-art AI technology and contribute to impactful projects.

• Collaborative culture that emphasizes outcomes and team success.

• Potential for career progression as the company continues to grow.