AI SaaS Technical CSM & Account Manager

Wing Assistant; Gauteng; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Wing Assistant in South Africa is seeking a Technical Customer Success Manager for our AI Agents team. You will own B2B SaaS customer success, configure and test standard AI agents and call flows, and manage go-live activities.

The role requires hands-on troubleshooting, proactive relationship management, and collaboration with the integration engineering team to implement custom APIs and integrations. You will document feedback and drive customer retention and expansion.

Responsibilities

• Take ownership of customer accounts, ensuring their successful adoption of our AI agents.
• Independently configure and test complete standard AI agents and call flows to meet customer specifications.
• Run standard customer go-live processes, including EHR/scheduling integrations, configuration, testing, and customer communication.
• Maintain open-item tracking and escalation paths to streamline customer support efforts.
• Proactively drive customer retention and expansion efforts through effective relationship management.
• Document customer interactions, product feedback, and best practices to enhance team knowledge.
• Serve as the main point of contact for customer inquiries and issues, troubleshooting them with minimal supervision.
• Collaborate with the integration engineering team to ensure successful implementation of custom APIs and integrations.

Job description

Wing Assistant in South Africa is seeking a Technical Customer Success Manager for our AI Agents team. You will own B2B SaaS customer success, configure and test standard AI agents and call flows, and manage go-live activities.

The role requires hands-on troubleshooting, proactive relationship management, and collaboration with the integration engineering team to implement custom APIs and integrations. You will document feedback and drive customer retention and expansion.