Own post-sale relationships for B2B software customers, managing onboarding, AI agent configuration, integrations, testing, troubleshooting, adoption, retention, and account expansion. Monitor account health, resolve issues quickly, document customer interactions, lead implementation and check-in calls, and provide product feedback. The role is fully remote and requires availability during US business hours.
About Central
Central builds AI agents that do real work for businesses. Our agents are designed to answer phones, book appointments, look up records, follow up with customers, transfer calls, and integrate into scheduling and healthcare systems. As we rapidly expand into back-office workflows, we are looking for a passionate Customer Success & Account Manager to join our fully remote team.
In this role, you will own the customer relationship post-signature, ensuring a smooth onboarding process, facilitating adoption, and driving retention and expansion. You'll be responsible for configuring AI agents and troubleshooting issues before escalating to engineering. We value swift action, and your efforts will directly impact customer satisfaction and business growth.
Responsibilities
- Own a book of customers, understanding their live status, issues, and opportunities.
- Act swiftly to address customer questions, open items, and implementation blockers.
- Facilitate customer onboarding by configuring AI agents and connecting supported systems.
- Test configurations and ensure everything is functioning before customer launch.
- Troubleshoot issues independently, escalating only when necessary.
- Document customer interactions and recurring problems to improve processes.
- Conduct onboarding, implementation, and check-in calls with customers.
- Monitor account health and identify churn risks early.
- Recognize opportunities for account growth by understanding customer needs.
- Provide feedback to the product team regarding recurring issues and potential automation opportunities.
Requirements
- 2+ years of experience in a customer-facing B2B software role.
- Proven track record of managing customer accounts independently.
- Excellent spoken and written English communication skills.
- Experience in configuring software applications.
- Technical proficiency to troubleshoot and learn new software.
- Strong organizational skills to manage multiple accounts and open items effectively.
- Experience in retention, renewal, and expansion conversations.
- Genuine interest in AI and its applications in business operations.
- Ability to work during US business hours.
Nice to Have
- Familiarity with workflow builders, automation, or no-code tools.
- Experience with APIs, webhooks, or third-party integrations.
- Knowledge of telephony systems, VoIP, and related technologies.
- Background in healthcare operations or related systems.
- Startup experience with adaptability to changing priorities.
- Experience with customer retention or upselling targets.
- Hands-on experience building or automating processes using AI.
About the Role
- The role requires a proactive approach to customer management and a commitment to resolving issues quickly.
- You'll be expected to move customer interactions forward the same day, ensuring no item remains unresolved without follow-up.
- This position offers the opportunity to directly influence customer satisfaction and the development of our AI products.
- As Central expands its offerings, your input on customer needs will help shape future product developments.
Benefits
- Fully remote work environment with opportunities to collaborate with a diverse team.
- Access to ongoing professional development and learning opportunities.
- Competitive compensation package based on experience.
- Opportunity to work in a fast-paced, innovative company at the forefront of AI technology.
- Culture of open communication and continuous improvement.
- Involvement in shaping the future of AI solutions for businesses.
We are an equal opportunity employer and value diversity at our company. We encourage all qualified candidates to apply and look forward to exploring your potential with Central.
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