Customer Success Manager — AI Agents

Lever, Inc.; New York (NY); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote work

Onboarding support

Training opportunities

Competitive pay

Job summary

Central is seeking an Implementation & Customer Success Manager to guide clients from contract to the first live call. You will own live accounts, configure the product, troubleshoot issues, and directly engage with customers to ensure a smooth transition and ongoing satisfaction.

Daily responsibilities include onboarding, testing call flows, managing integrations with health systems, and proactive outreach to protect revenue. Remote work is supported; strong communication is essential.

Qualifications

• 3+ years in implementation, onboarding, technical account management, or customer success in a B2B software environment.
• Experience configuring software for customers using workflow or automation builders.
• Daily interaction with customers via phone.
• Hands-on experience with telephony systems (VoIP) or healthcare systems (EHR, PMS).
• Ability to work from 9am-5pm US Eastern time, regardless of location.
• Strong written English skills sufficient to manage customer emails without review.

Responsibilities

• Take new customers live by setting up call forwarding and building their call flow while testing end-to-end.
• Configure product features including flow builder, prompt builder, transfer settings, and notification rules.
• Manage integrations with systems like AthenaHealth, Brightree, and Availity; ensure API keys and credentials are set up.
• Conduct daily onboarding calls, check-ins, escalations, and proactive interventions.
• Triage issues to engineering with detailed reports, verify fixes, and keep customers informed.
• Identify churn risks early and intervene to protect revenue, including addressing past-due invoices.
• Document recurring fixes to enable self-service for customers.
• Maintain regular communication with clients to ensure satisfaction.

Skills

Onboarding

Customer success

Account management

VoIP

Tools

Twilio

AthenaHealth

Brightree

Availity

Job description

About the Role

At Central, we are revolutionizing the way businesses interact with their customers. Our AI technology replaces the front desk by answering calls for clinics, dental practices, auto shops, and other small businesses, handling tasks such as booking appointments, retrieving records, and transferring calls to human representatives when necessary.

As the Implementation & Customer Success Manager, you are the key player in ensuring our clients experience a smooth transition from signing the contract to the first answered call. You will take ownership of every live account, providing support to ensure the AI remains operational and effectively meets the customers' needs.

This role is not about managing tickets; you will be hands-on with configuring the product, troubleshooting issues, and directly engaging with customers to ensure satisfaction.

Responsibilities

• Take new customers live by setting up call forwarding and building their call flow while testing it end-to-end.
• Configure product features including flow builder, prompt builder, transfer settings, and notification rules.
• Manage integrations with systems like athenahealth, Brightree, and Availity, ensuring all API keys and credentials are properly set up.
• Conduct customer calls daily for onboarding, check-ins, escalations, and proactive interventions.
• Triage issues to engineering with detailed reports, verifying fixes and keeping customers informed.
• Identify churn risks early and intervene to protect revenue, including addressing past-due invoices.
• Document recurring fixes to streamline future processes and enable self-service for customers.
• Maintain regular communication with clients to ensure satisfaction and address any concerns promptly.

Requirements

• 3+ years of experience in implementation, onboarding, technical account management, or customer success in a B2B software environment.
• Proven experience in configuring software for customers using workflow or automation builders.
• Daily interaction with customers via phone, not limited to email support.
• Hands-on experience with telephony systems (e.g., VoIP, Twilio) or healthcare systems (EHR, PMS).
• Ability to work from 9am-5pm US Eastern time, regardless of your location.
• Strong written English skills sufficient to manage customer emails without review.

Nice to Have

• Experience in front-office, practice management, or revenue cycle management in healthcare.
• Previous employment at a startup with under 50 employees.
• Familiarity with tools such as Linear, Jira, Stripe, and Slack Connect.
• Experience in upselling within an existing account base.
• Ability to adapt quickly to product changes and manage customer expectations effectively.

First 90 Days Expectations

• By Day 30: Familiar with live accounts and capable of building and testing a full call flow independently.
• By Day 60: Successfully running new go-lives, including EHR or scheduling integrations.
• By Day 90: Proactively identifying churn risks and documenting recurring fixes, while sourcing expansion opportunities.

Benefits

• Opportunity to work with cutting-edge AI technology in a fast-paced environment.
• Collaborative team culture that values innovation and proactive problem-solving.
• Professional development opportunities to enhance your skills and career growth.
• Remote work flexibility, allowing you to work from anywhere.
• Comprehensive support for onboarding and continuous training.
• Competitive compensation package with potential for growth based on performance.

$0 - $0 a year

We are committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences.