Technical Customer Success Manager – AI Agents

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

📋 Description

• Assume responsibility for customer accounts, ensuring their effective adoption of our AI agents.

• Independently set up and test complete standard AI agents and call flows to align with customer requirements.

• Execute standard customer go-live procedures, which include EHR/scheduling integrations, configuration, testing, and customer communication.

• Keep an open-item tracking system and escalation paths to enhance customer support efforts.

• Proactively foster customer retention and growth through effective relationship management.

• Record customer interactions, product feedback, and best practices to improve team knowledge.

• Act as the primary contact for customer inquiries and issues, resolving them with minimal oversight.

• Work in conjunction with the integration engineering team to ensure the successful implementation of custom APIs and integrations.

• Configure, troubleshoot, and enhance software solutions tailored to customer requirements.

• Address critical customer concerns on the same day.

⛳️ Requirements

• Proven track record in a customer success or account management position, ideally within a B2B SaaS context.

• Strong technical skills to configure AI agents, prompts, workflows, and call flows.

• Outstanding verbal and written English communication abilities.

• Demonstrated proactive follow-through and meticulous attention to detail in customer interactions.

• Experience with strategies aimed at customer retention and expansion.

• Capacity to work autonomously and manage multiple customer accounts concurrently.

• Familiarity with EHR/scheduling systems is advantageous.

• Willingness to work full-time during U.S. business hours.

• Proficiency in technical troubleshooting and software configuration.

• Background in customer support or technical support roles.

• Understanding of AI technologies and their applications in customer service.

• Familiarity with API integrations and technical documentation.

• Experience in a dynamic startup environment.

🏝️ Benefits

• Opportunity to work remotely from any location in South Africa.

• Engaging company culture that emphasizes professional development and growth opportunities.

• Access to cutting-edge tools and technologies in the AI field.

• Collaborative and supportive team environment.

• Regular training sessions and opportunities to advance technical skills.

• Participation in team-building activities and company events.