Job Description

About Central

Central builds AI agents that do real operational work for businesses. Our product currently includes answering phones, booking appointments, and managing back-office workflows. As we expand into deeper automation, we are looking for an enthusiastic Implementation & Customer Success Manager to lead our customer engagements.

In this role, you will take ownership of the customer journey post-signature, ensuring that our AI solutions deliver consistent value. You will be integral in configuring products, troubleshooting issues, and fostering strong customer relationships to promote retention and expansion.

Responsibilities

Own the customer journey from contract signing through implementation, launch, and ongoing success
Take new customers live by configuring workflows, call forwarding, and integrations
Build and improve AI agent behaviors, including prompts and escalation logic
Implement new workflows as the product evolves
Work with systems like athenahealth and Brightree for integrations, handling authentication and debugging
Conduct onboarding calls and regular check-ins with customers to ensure satisfaction
Investigate and troubleshoot issues, isolating problems and fixing them when possible
Triage engineering issues with detailed context for efficient resolution
Protect revenue by identifying churn risks and opportunities for account expansion
Document recurring issues and create playbooks for future reference

Requirements

3+ years in implementation, customer success, or a technical account management role at a B2B software company
Proven experience managing a book of customers or implementations independently
Hands-on experience configuring software for customers, such as CRMs or workflow automation tools
Strong spoken and written English communication skills
Experience with telephony, healthcare software, or APIs and integrations
Ability to troubleshoot technical issues effectively
Strong organizational skills to manage multiple implementations simultaneously
Willingness to work US business hours consistently

Nice to Have

Experience in front-office or healthcare operations
Familiarity with tools such as Linear/Jira, Stripe, and Slack
Experience working at an early-stage or fast-moving startup
Knowledge of AI agents or AI-powered workflows
Proven ability to identify and close expansion opportunities with existing customers

Benefits

Opportunity to work with cutting-edge AI technology in a rapidly evolving field
Remote work environment with flexibility in your setup
Professional development opportunities and growth within the company
Collaborative team culture with a focus on innovation
Access to learning resources and support for career advancement
Engaging work that impacts real business operations

About The Role

The role requires a proactive approach to customer success and a willingness to learn alongside the company's evolving product offerings
You will be the primary point of contact for customers, ensuring they get maximum value from our solutions
This position is critical in retaining customers and enhancing their experience through effective implementation and support

At Central, we value diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences. We look forward to your application!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.