Customer Success & Account Manager — AI Agents

Responsibilities

• Own a book of customers, maintaining awareness of their needs and status.
• Move customer inquiries and issues forward the same day to ensure rapid resolution.
• Take customers live by configuring and testing AI agents based on their workflows.
• Configure AI agents personally, including prompts, flows, and escalation rules.
• Troubleshoot issues independently before escalating them to engineering.
• Document issues and provide clear steps for engineering handoff when necessary.
• Conduct onboarding and implementation calls, ensuring customers are supported.
• Identify churn risks early and proactively manage customer satisfaction.
• Grow accounts by recognizing additional opportunities for automation and support.
• Collect feedback from customers to help shape future product development.
• Document recurring problems into playbooks or templates for future reference.

Requirements

• 2+ years in a customer-facing B2B software role with direct ownership of customer accounts.
• Excellent spoken and written English communication skills.
• Experience configuring software independently.
• Strong technical aptitude to learn and troubleshoot new software.
• Proven ability to follow through on tasks without needing constant reminders.
• Organizational skills to manage multiple accounts effectively.
• Experience in retention, renewal, and account growth conversations.
• Genuine curiosity about AI and its applications in business.
• Able to work during US business hours.

Nice to Have

• Familiarity with workflow builders, automation tools, or CRM systems.
• Experience with APIs, webhooks, or integrations.
• Knowledge of telephony systems such as Twilio or RingCentral.
• Background in healthcare operations or management systems.
• Startup experience with dynamic priorities and products.
• Experience meeting retention or upsell targets.
• Demonstrated capability in building or automating processes using AI.

Benefits

• Fully remote work environment with a focus on performance and results.
• Opportunity to work with cutting-edge AI technology and contribute to its development.
• Collaborative team culture that promotes learning and growth.
• Professional development opportunities to enhance your skills.
• Engagement with a diverse team across various countries.
• Competitive compensation package based on experience.

About the Role

• This role is essential in ensuring customer satisfaction and loyalty as we expand our services.
• You'll be at the forefront of customer interactions, making a significant impact on their experience with Central.
• We are looking for someone who is proactive, eager to learn, and capable of driving results in a fast-paced environment.