Remote Implementation & Customer Success Lead — AI Automation

Wing Assistant; México; Remote; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Remote work flexibility

Growth opportunities

Innovative team environment

Cutting-edge AI projects

Collaborative culture

Job summary

Central is seeking an Implementation & Customer Success Manager to own customers from contract through go-live, adoption, renewal, and expansion. You will configure workflows, call routing, prompts, and API integrations to deliver automated back-office operations for healthcare and scheduling systems.

This remote-friendly role requires 3+ years in customer success or technical account management at a B2B software company, strong English, and comfort with telephony and API tools.

Qualifications

• 3+ years in implementation, onboarding, or customer success at a B2B software company.
• Experience owning a book of customers or implementations directly.
• Hands-on experience configuring software for customers, including workflow builders and automation tools.
• Strong spoken and written English with direct customer communication.
• Comfortable troubleshooting technical problems without escalation.

Responsibilities

• Own customers end to end from signed contract through implementation, launch, adoption, renewal, and expansion.
• Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, and integrations.
• Configure AI agents by building prompts, workflows, actions, escalation logic, and knowledge integrations.
• Run integrations with systems like Athenahealth, Brightree, Availity, NexHealth.
• Communicate with customers via onboarding calls, sessions, check-ins, and troubleshooting.
• Investigate problems, reproduce issues, and verify fixes before closing the loop.

Skills

Onboarding

Account management

Customer success

B2B software

English fluency

Tools

Workflow builders

Automation tools

APIs

Webhooks

Job description

About Central

Central builds AI agents that do real operational work for businesses. Our agents handle tasks like answering phones, booking appointments, and working within scheduling and healthcare systems. As we expand into more back-office workflows, we are seeking an Implementation & Customer Success Manager who finds this evolution exciting.

About Central

Central builds AI agents that do real operational work for businesses. Our agents handle tasks like answering phones, booking appointments, and working within scheduling and healthcare systems. As we expand into more back-office workflows, we are seeking an Implementation & Customer Success Manager who finds this evolution exciting.

In this role, you will take ownership of the customer journey post-signing, ensuring effective implementation and ongoing value delivery. Your proactive approach will help identify and solve problems before they escalate, fostering strong relationships with our clients.

Responsibilities

• Own customers end to end, from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion
• Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation
• Configure AI agents by building and improving prompts, workflows, actions, escalation logic, SMS rules, and knowledge integrations
• Implement new workflows as Central expands beyond voice and front-desk automation
• Run integrations with systems like athenahealth, Brightree, Availity, and NexHealth
• Communicate regularly with customers through onboarding calls, implementation sessions, check-ins, and troubleshooting calls
• Investigate problems independently, reproducing issues and checking configurations before escalating to engineering
• Triage engineering issues effectively, providing necessary context and verifying fixes before closing the loop
• Identify churn risks and opportunities for account growth by understanding customer value and needs
• Turn recurring implementation problems into documented playbooks and automation improvements
  
  
  

Requirements

• 3+ years in implementation, onboarding, technical account management, customer success, or a similar customer-facing role at a B2B software company
• Experience owning a book of customers or implementations directly
• Hands-on experience configuring software for customers, including workflow builders and automation tools
• Strong spoken and written English, with the ability to communicate directly with customers
• Experience with telephony, VoIP, SIP, EHRs, APIs, webhooks, or workflow automation tools
• Comfortable troubleshooting technical problems without immediate escalation
• Highly organized and able to manage multiple implementations simultaneously
• Availability during US business hours, regardless of location
  
  
  

Nice to Have

• Experience in front-office, practice-management, or healthcare operations
• Familiarity with tools such as Linear/Jira, Stripe, and Slack
• Experience working in early-stage or fast-moving startups
• Knowledge of implementing AI agents or AI-powered workflows
• Experience identifying or closing expansion revenue from existing customers
  
  
  

Benefits

• Remote work flexibility allowing you to work from anywhere
• Opportunities for professional development and growth
• Access to a supportive and innovative team environment
• Work on cutting-edge AI technology and contribute to meaningful projects
• Collaborative culture focused on outcomes and team success
• Potential for career advancement as the company grows
  
  
  

First 90 Days

• By Day 30, you will have taken over your customer book and independently configured a complete AI workflow
• By Day 60, you will be running new implementations from kickoff to go-live with meaningful integrations
• By Day 90, you will own your accounts with minimal supervision and contribute to developing documented playbooks
  
  
  

We are an equal opportunity employer and welcome applicants from all backgrounds. If you’re ready to be part of an innovative company that values your expertise and fosters growth, we encourage you to apply!

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.