Customer Success Manager, AI Agents

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

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. Were now expanding into the back office: intake, scheduling, verification, follow-up and the admin work that eats a practices 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 wont 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.

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

| You own | The Integration Engineer owns |

Who this is for

Youre 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 whats still broken before anyone asks. You dont say something is fixed until youve tested it yourself. When youre 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 youre 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

Were small and remote, so a few things are non-negotiable:

• Know your book cold: Own every account, live status, and issue; never let leadership or the client inform you of a problem first.
• Nothing sits: Resolve or send a written update on open items the same day.
• Proactive updates: Post daily written progress reports without reminders.
• Fixed means tested: Verify fixes on real records; report ongoing issues directly.
• Simple solutions first: Pick up the phone immediately if it speeds up resolution.
• No blame loops: Focus strictly on finding the fix and learning the lesson.

• 2+ years in B2B Customer Success, Account Management, or Tech Support owning a named account list.
• Hands-on software configuration experience (automations, IVR, phone trees, CRM, no-code tools)-not just logging tickets.
• Technical fluency: capable of reading API docs, understanding webhooks, and self-learning new tools.
• Daily phone communication with clients (not email-only).
• Proven experience carrying a retention, renewal, or upsell target.
• Clear, confident spoken English for live calls with US business owners and clinic staff.
• Full availability for live calls during US business hours.
• High-level written English to manage customer emails autonomously.

• Telephony experience (VoIP, call forwarding, Twilio, Dialpad, RingCentral).
• Background in healthcare front-office, practice management, EHR, or RCM.
• Prior experience at a fast-moving,
• Familiarity with Linear, Jira, Stripe, and Slack Connect.
• Hands-on experience shipping an automation, agent, or script using AI tools.
The Reality of the Role
• Single ownership: You are fully accountable for your accounts-no hand-holding or chasing.
• High standards: "I thought it was fixed" isnt acceptable; verify before reporting, and share bad news early.
• Outcome-driven: Flexible hours, but mandatory alignment with US client working hours.
• Demanding SMB clients: High urgency required, as downtime directly impacts their revenue.
• Evolving scope: Expect your responsibilities to adapt as we expand into back-office workflows.
First 90 Days
• Day 30: Fully own the account book, call every client, clear backlogs, and independently build/test product flows.
• Day 60: Lead new implementations end-to-end, keep open items clear, and submit complete engineering escalations.
• Day 90: Proactively prevent churn, document recurring fixes, close expansion revenue, and propose new back-office automation opportunities