Job Description

About Central

Central is an innovative startup that builds AI voice agents and is expanding its product line into broader AI solutions and back-office workflows. We are looking for a highly proactive Implementation & Customer Success Specialist who thrives in ambiguity and is eager to learn about AI while implementing our solutions in real business scenarios.

This is an execution-heavy role, focusing on customer implementation and success rather than traditional relationship management. You will play a crucial role in ensuring our customers effectively adopt and benefit from our AI agents, driving their success and expansion.

Responsibilities

Take ownership of customers from contract signing through implementation, go-live, adoption, retention, and expansion
Independently configure AI agents, including prompts, workflows, actions, transfer rules, notifications, and integrations
Troubleshoot customer issues and provide solutions before escalating to engineering
Work with APIs, credentials, authentication, 2FA, webhooks, and third-party systems
Handle healthcare/EHR/scheduling integrations as needed
Conduct end-to-end testing of implementations to ensure they function correctly
Run onboarding, implementation, troubleshooting, check-in, and escalation calls with customers
Proactively identify and address issues with unhappy or inactive customers
Document recurring problems and develop repeatable processes/playbooks
Adapt to new AI workflows as Central evolves its product offerings

Requirements

Customer-facing experience with a strong focus on ownership and resolution
Excellent spoken and written English communication skills
Demonstrated evidence of ownership in prior roles
Technical aptitude and comfort with software configurations
Availability during US business hours
Ability to learn quickly and adapt to new technologies

Strong Signals (Preferred Qualifications)

Experience in SaaS implementation or customer success
Hands-on experience configuring software for customers
Familiarity with workflow/no-code/automation tools
Understanding of APIs/webhooks and telephony/VoIP systems
Experience in healthcare/EHR/PMS/RCM environments
Prior experience in startup operations or working with AI tools
Ability to identify upsell and expansion opportunities

Benefits

Remote work with the ability to work from various locations
Opportunity for professional development in AI and customer success
Dynamic startup culture with a focus on innovation
Increasing ownership and responsibility as you grow in the role
Collaborative environment where your contributions directly impact customer success
Access to learning opportunities and resources to advance your career

First 90 Days Expectations

30 Days: Learn about our product, understand assigned customers, run customer conversations, and configure/test standard workflows
60 Days: Independently own implementations and diagnose most configuration/integration problems before escalating
90 Days: Manage a customer book with minimal supervision, proactively identify churn risks, and begin identifying expansion opportunities

At Central, we value diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences. Join us in transforming how businesses leverage AI to enhance their operations!

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.