[Hiring] Implementation & Customer Success Manager @Wing Assistant

Role Description

Central builds AI agents that do real operational work for businesses. Our product currently includes answering phones, booking appointments, and managing back-office workflows. As we expand into deeper automation, we are looking for an enthusiastic Implementation & Customer Success Manager to lead our customer engagements.

In this role, you will take ownership of the customer journey post-signature, ensuring that our AI solutions deliver consistent value. You will be integral in configuring products, troubleshooting issues, and fostering strong customer relationships to promote retention and expansion.

• Own the customer journey from contract signing through implementation, launch, and ongoing success.
• Take new customers live by configuring workflows, call forwarding, and integrations.
• Build and improve AI agent behaviors, including prompts and escalation logic.
• Implement new workflows as the product evolves.
• Work with systems like athenahealth and Brightree for integrations, handling authentication and debugging.
• Conduct onboarding calls and regular check-ins with customers to ensure satisfaction.
• Investigate and troubleshoot issues, isolating problems and fixing them when possible.
• Triage engineering issues with detailed context for efficient resolution.
• Protect revenue by identifying churn risks and opportunities for account expansion.
• Document recurring issues and create playbooks for future reference.

Qualifications

• 3+ years in implementation, customer success, or a technical account management role at a B2B software company.
• Proven experience managing a book of customers or implementations independently.
• Hands-on experience configuring software for customers, such as CRMs or workflow automation tools.
• Strong spoken and written English communication skills.
• Experience with telephony, healthcare software, or APIs and integrations.
• Ability to troubleshoot technical issues effectively.
• Strong organizational skills to manage multiple implementations simultaneously.
• Willingness to work US business hours consistently.

Requirements

• Experience in front-office or healthcare operations.
• Familiarity with tools such as Linear/Jira, Stripe, and Slack.
• Experience working at an early-stage or fast-moving startup.
• Knowledge of AI agents or AI-powered workflows.
• Proven ability to identify and close expansion opportunities with existing customers.

Benefits

• Opportunity to work with cutting-edge AI technology in a rapidly evolving field.
• Remote work environment with flexibility in your setup.
• Professional development opportunities and growth within the company.
• Collaborative team culture with a focus on innovation.
• Access to learning resources and support for career advancement.
• Engaging work that impacts real business operations.

Company Description

At Central, we value diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences. We look forward to your application!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.