About the role
Responsibilities • Take ownership of customers from contract signing through implementation, go-live, adoption, retention, and expansion. • Independently configure AI agents, including prompts, workflows, actions, transfer rules, notifications, and integrations. • Troubleshoot customer issues and provide solutions before escalating to engineering. • Work with APIs, credentials, authentication, 2FA, webhooks, and third-party systems. • Handle healthcare/EHR/scheduling integrations as needed. • Conduct end-to-end testing of implementations to ensure they function correctly. • Run onboarding, implementation, troubleshooting, check-in, and escalation calls with customers. • Proactively identify and address issues with unhappy or inactive customers. • Document recurring problems and develop repeatable processes/playbooks. • Adapt to new AI workflows as Central evolves its product offerings.
Requirements • Customer-facing experience with a strong focus on ownership and resolution. • Excellent spoken and written English communication skills. • Demonstrated evidence of ownership in prior roles. • Technical aptitude and comfort with software configurations. • Availability during US business hours. • Ability to learn quickly and adapt to new technologies.
Strong Signals (Preferred Qualifications) • Experience in SaaS implementation or customer success. • Hands-on experience configuring software for customers. • Familiarity with workflow/no-code/automation tools. • Understanding of APIs/webhooks and telephony/VoIP systems. • Experience in healthcare/EHR/PMS/RCM environments. • Prior experience in startup operations or working with AI tools. • Ability to identify upsell and expansion opportunities.
Benefits • Remote work with the ability to work from various locations. • Opportunity for professional development in AI and customer success. • Dynamic startup culture with a focus on innovation. • Increasing ownership and responsibility as you grow in the role. • Collaborative environment where your contributions directly impact customer success. • Access to learning opportunities and resources to advance your career.
First 90 Days Expectations • 30 Days: Learn about our product, understand assigned customers, run customer conversations, and configure/test standard workflows. • 60 Days: Independently own implementations and diagnose most configuration/integration problems before escalating. • 90 Days: Manage a customer book with minimal supervision, proactively identify churn risks, and begin identifying expansion opportunities.
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