Customer Success & Account Manager — AI Agents

Wing Assistant; Malaysia; Remote; MYR 60,000 - 120,000; Full time

Job summary

Central builds AI agents for businesses and seeks a Customer Success & Account Manager to ensure fast execution and high customer satisfaction. You will own a book of customers, drive live launches, configure AI agents, and troubleshoot to protect revenue while expanding accounts.

The role emphasizes hands-on onboarding, strong English communication, and upfront collaboration with engineering to resolve issues and improve workflows.

Qualifications

• 2+ years in a customer-facing B2B software role.
• Experience managing customer accounts independently.
• Excellent spoken and written English.
• Experience configuring software independently.
• Strong technical comfort to troubleshoot configuration issues.
• Extremely strong follow-through.
• Organized to track the status of all important accounts.
• Experience with retention, renewal, and expansion conversations.
• Able to work US business hours consistently.

Responsibilities

• Own a book of customers and monitor live status, blockers, dissatisfaction, and growth opportunities.
• Move items quickly: customer questions, blockers, escalations, and commercial conversations.
• Take customers live: understand workflow, configure AI agent, connect systems, test end-to-end before launch.
• Configure AI agents: prompts, flows, transfer/escalation rules, and product settings.
• Troubleshoot issues and reproduce problems; fix configurations.
• Handoff to engineering with clear reproduction steps and urgency.
• Verify outcomes by testing solutions before communicating results to customers.
• Conduct onboarding, troubleshooting, and expansion calls on calls.
• Protect revenue by spotting churn risks and keeping accounts healthy.
• Grow accounts by identifying additional workflows Central can automate.
• Help shape product by providing feedback on recurring problems to automate.
• Document learnings; create playbooks and templates.

Skills

Customer-facing experience

Account management

English communication

Software configuration

Technical troubleshooting

Follow-through

Account organization

Retention & expansion

AI interest

US business hours

Tools

Twilio

RingCentral

APIs

Job description

About Central

Central builds AI agents that do real work for businesses. Our agents handle a variety of tasks, from answering phones to managing scheduling systems. As we expand into back-office workflows, we are seeking a dedicated Customer Success & Account Manager to ensure fast execution and customer satisfaction.

Responsibilities

• Own a book of customers. Know what's live, what's blocked, what's broken, who's unhappy, what's unresolved, what's at risk, and where there is an opportunity to grow.
• Move things the same day. Customer questions, open items, implementation blockers, engineering escalations, and commercial conversations should get action quickly.
• Take customers live. Understand their workflow, configure their AI agent, connect systems, and test everything end to end before launch.
• Configure AI agents yourself. Work with prompts, flows, transfer and escalation rules, and other product settings.
• Troubleshoot before escalating. Reproduce problems, inspect configurations, and fix issues independently.
• Own the handoff to engineering. Provide clear reproduction steps, customer impact, and urgency when escalating issues.
• Verify the outcome. Test solutions personally before informing customers of fixes.
• Be on the phone. Conduct onboarding, troubleshooting, and expansion calls actively.
• Protect revenue. Spot churn risks early and ensure accounts remain healthy.
• Grow accounts. Identify additional workflows or processes that Central can automate.
• Help shape the product. Provide feedback on recurring problems that should be automated.
• Document what you learn. Create playbooks and templates from recurring problems.

Requirements

• 2+ years in a customer-facing B2B software role.
• Experience managing customer accounts independently.
• Excellent spoken and written English.
• Experience configuring software independently.
• Strong technical comfort to troubleshoot configuration issues.
• Extremely strong follow-through.
• Organized to track the status of all important accounts.
• Experience with retention, renewal, and expansion conversations.
• Genuine curiosity about AI and its applications in business.
• Able to work US business hours consistently.

Nice to Have

• Background in workflow builders or no-code tools.
• Familiarity with APIs or third-party integrations.
• Experience with telephony systems like Twilio or RingCentral.
• Knowledge of healthcare operations or EHR systems.
• Startup experience with changing priorities.
• Experience with retention or upsell targets.