Remote Implementation & Customer Success Lead — Ai Automation

About Central Central builds AI agents that do real operational work for businesses. Our agents handle tasks like answering phones, booking appointments, and working within scheduling and healthcare systems. As we expand into more back-office workflows, we are seeking an Implementation & Customer Success Manager who finds this evolution exciting.
About Central Central builds AI agents that do real operational work for businesses. Our agents handle tasks like answering phones, booking appointments, and working within scheduling and healthcare systems. As we expand into more back-office workflows, we are seeking an Implementation & Customer Success Manager who finds this evolution  this role, you will take ownership of the customer journey post-signing, ensuring effective implementation and ongoing value delivery.

Your proactive approach will help identify and solve problems before they escalate, fostering strong relationships with our clients.

Responsibilities Own customers end to end, from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion
Take new customers live by configuring workflows, call forwarding, prompts, transfer rules, scheduling, notifications, integrations, and other automation
Configure AI agents by building and improving prompts, workflows, actions, escalation logic, SMS rules, and knowledge integrations
Implement new workflows as Central expands beyond voice and front-desk automation
Run integrations with systems like athenahealth, Brightree, Availity, and Nex Health
Communicate regularly with customers through onboarding calls, implementation sessions, check-ins, and troubleshooting calls
Investigate problems independently, reproducing issues and checking configurations before escalating to engineering
Triage engineering issues effectively, providing necessary context and verifying fixes before closing the loop
Identify churn risks and opportunities for account growth by understanding customer value and needs
Turn recurring implementation problems into documented playbooks and automation improvements Requirements
3+ years in implementation, onboarding, technical account management, customer success, or a similar customer-facing role at a B2 B software company
Experience owning a book of customers or implementations directly
Hands-on experience configuring software for customers, including workflow builders and automation tools
Strong spoken and written English, with the ability to communicate directly with customers

Experience with telephony, Vo IP, SIP, EHRs, APIs, webhooks, or workflow automation tools
Comfortable troubleshooting technical problems without immediate escalation
Highly organized and able to manage multiple implementations simultaneously
Availability during US business hours, regardless of location Nice to Have
Experience in front-office, practice-management, or healthcare operations
Familiarity with tools such as Linear/Jira, Stripe, and Slack
Experience working in early-stage or fast-moving startups
Knowledge of implementing AI agents or AI-powered workflows
Experience identifying or closing expansion revenue from existing customers Benefits
Remote work flexibility allowing you to work from anywhere
Opportunities for professional development and growth
Access to a supportive and innovative team environment
Work on cutting-edge AI technology and contribute to meaningful projects
Collaborative culture focused on outcomes and team success
Potential for career advancement as the company grows First 90 Days
By Day 30, you will have taken over your customer book and independently configured a complete AI workflow
By Day 60, you will be running new implementations from kickoff to go-live with meaningful integrations
By Day 90, you will own…