Implementation & Customer Success Specialist — AI Agents

About Central

Central is an innovative startup that builds AI voice agents and is expanding its product line into broader AI solutions and back-office workflows. We are looking for a highly proactive Implementation & Customer Success Specialist who thrives in ambiguity and is eager to learn about AI while implementing our solutions in real business scenarios.

This is an execution-heavy role, focusing on customer implementation and success rather than traditional relationship management. You will play a crucial role in ensuring our customers effectively adopt and benefit from our AI agents, driving their success and expansion.

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.