Implementation, Customer Success Manager – AI Agents

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

📋 Description

• Take ownership of the customer journey from the moment of contract signing through to implementation, launch, and ongoing success.

• Facilitate the onboarding of new customers by setting up workflows, call forwarding, and integrations.

• Develop and enhance AI agent behaviors, including prompts and escalation strategies.

• Implement new workflows as the product continues to evolve.

• Collaborate with systems like athenahealth and Brightree for integrations, managing authentication and debugging processes.

• Conduct onboarding calls and regular check-ins with customers to ensure their satisfaction.

• Investigate and troubleshoot issues, isolating problems and resolving them when feasible.

• Triage engineering issues by providing detailed context for efficient resolution.

• Safeguard revenue by identifying churn risks and exploring opportunities for account expansion.

• Document recurring issues and develop playbooks for future reference.

• Act as the primary point of contact for customers, ensuring they receive maximum value from the solutions provided.

⛳️ Requirements

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

• Demonstrated experience managing a portfolio of customers or implementations independently.

• Practical experience in configuring software for customers, including CRMs or workflow automation tools.

• Excellent spoken and written English communication skills.

• Familiarity with telephony, healthcare software, or APIs and integrations.

• Proficiency in troubleshooting technical issues effectively.

• Strong organizational skills to handle multiple implementations at the same time.

• Readiness to work US business hours consistently.

🏝️ Benefits

• Opportunity to engage with cutting-edge AI technology in a rapidly advancing field.

• Flexible remote work environment tailored to your setup.

• Opportunities for professional development and career growth within the company.

• A collaborative team culture that emphasizes innovation.

• Access to educational resources and support for career progression.

• Engaging work that has a tangible impact on real business operations.