About the role
About Central
Central builds AI agents that perform real operational work for businesses. Our technology currently includes answering phones, booking appointments, and managing customer follow-ups, with plans to expand into more complex back-office workflows and deeper automation. We are seeking an Implementation & Customer Success Manager to ensure our clients derive maximum value from our products.
Responsibilities
- Own customers end to end, managing the journey from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion.
- Take new customers live by configuring workflows, call forwarding, prompts, and integrations, testing the entire customer experience before launch.
- Configure AI agents, building and improving prompts, workflows, and integrations as the product evolves.
- Implement new workflows, adapting to rapidly changing processes and tools.
- Run integrations with systems such as athenahealth, Brightree, and NexHealth by obtaining API credentials and debugging permissions.
- Engage with customers through onboarding calls, implementation sessions, and troubleshooting to maintain a proactive communication flow.
- Investigate problems independently, checking configurations and logs to isolate issues before escalating to engineering.
- Triage engineering issues by providing comprehensive information for resolution and verifying fixes before concluding cases.
- Protect and grow revenue by identifying churn risks and opportunities for account expansion.
- Transform recurring issues into documented playbooks or automated solutions to enhance efficiency.
Requirements
- 3+ years in implementation, onboarding, technical account management, or customer success at a B2B software company.
- Experience managing a book of customers or implementations directly.
- Proven ability to configure software solutions, including workflow builders, automation tools, and integrations.
- Strong spoken and written English communication skills, capable of handling customer interactions independently.
- Hands-on experience with telephony, EHRs, APIs, or workflow automation tools.
- Comfortable troubleshooting technical issues without immediate escalation.
- Availability to work US business hours consistently.
- Highly organized with the ability to manage multiple implementations and customer issues simultaneously.
- Adaptable to a fast-paced environment where product and priorities frequently change.
Nice to Have
- Experience in front-office, practice-management, or healthcare operations.
- Familiarity with systems like athenahealth, Availity, or Brightree.
- Prior experience implementing AI agents or workflows.
- Knowledge of tools such as Linear/Jira, Stripe, and Slack.
- Experience in early-stage startups or fast-paced environments.
- Proven success in identifying and closing expansion revenue opportunities.
Benefits
- Opportunity to work remotely with a dynamic team.
- Engaging work environment with a focus on innovation and AI technologies.
- Professional development opportunities to grow alongside our evolving product.
- Collaborative team culture that values curiosity and initiative.
- Autonomy in managing customer relationships and implementations.
- Potential for career advancement as the company expands.
About the Role
- This position is key to Central’s success in transforming customer operations through AI. You will play a vital role in ensuring customers can effectively utilize our solutions, driving satisfaction and loyalty.
- The Implementation & Customer Success Manager will be the primary point of contact for clients, responsible for not just implementation but fostering long-term relationships that encourage growth and expansion.
- Your contributions will directly impact our clients' success and the evolution of our product offerings.
Central is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified applicants to apply.