Customer Success Manager, AI Agents

Description

We're also open to Account Manager, and Technical Account Manager backgrounds. What matters is that you're tech-savvy and you own outcomes.

The Role

Central replaces the front desk. Our AI answers the phone for clinics, dental and sleep practices, auto shops and other small businesses — books appointments, looks up patient records, transfers calls to a human when it matters. We're now expanding into the back office: intake, scheduling, verification, follow-up and the admin work that eats a practice's day.

You own the customer after they sign. Their onboarding, their adoption, their renewal, their expansion. You are the person they call, and the person who calls them first when something looks wrong.

You won't be doing this alone. We have an integration engineer who handles the deep technical build — new EHR connections, custom API work, anything that needs code. Your job is to own the relationship and the account, configure the product yourself for everyday needs, and hand off cleanly when something genuinely needs engineering.

What's yours, and what's the engineer's

Being clear about this up front, because the handoff is where accounts usually get dropped:

• The customer relationship and every open item on it | Building new EHR and system integrations
• Call flows, prompts, transfer rules, SMS and notification settings | Custom API work and anything needing code
• Getting the customer live on existing, supported integrations | Debugging the platform itself
• Deciding when something is a bug vs a config problem | Fixing the bug once you've escalated it
• Telling the customer what's happening, and when 

The handoff is yours to manage

• Escalating to the engineer does not move the account off
  your plate.
• You still own the update to the customer, the timeline, and the follow-up until
  it's actually closed.

What you'll do

• Own a book of live accounts - Know every one — what's live, what's broken, who's quiet, who's unhappy, what's unresolved. Nothing should sit open for weeks.
• Run follow-ups relentlessly - Open items, deals, escalations, promised call-backs. This is most of the job, and it is the part that decides whether we keep customers.
• Take new customers live - Set up call forwarding, build their flow, connect supported integrations, then test it end to end on a real record before you tell them it works.
• Configure the product - Flow builder, prompt builder, transfer settings, notification rules. Most customer problems are configuration, and you fix those yourself.
• Be on the phone - Several customer calls a day — onboarding, check-ins, escalations, saves. The best outcome in this job usually starts with you calling someone before they call you
• Protect and grow revenue - Spot churn risk early and intervene. Work past-due invoices. Close upsells when a customer wants more than they're paying for.
• Spot what to automate next - You're inside these businesses daily. When you see manual, repetitive back-office work, write it up and bring it to us — you won't build it, but the best ideas will come from you.
• Write it down - Every recurring fix becomes a documented play, so the next person — or the AI — handles it without you.

Who this is for

You're curious about AI in a way that shows up in your actual work, not on your resume. You already use these tools daily, you have opinions about where they break, and being handed a new agent to deploy is the appealing part of this job rather than the scary part.

You close loops without being chased. You post what you did and what's still broken before anyone asks. You don't say something is fixed until you've tested it yourself. When you're blocked by someone else, you go around them or escalate the same day — "waiting on them" is not a status update.

You want to grow fast and you're willing to be uncomfortable to do it. This is an early team building something that changes weekly. If you want a defined scope and a stable process, this will frustrate you.

How we work

We're small and remote, so a few things are non-negotiable: