Customer Success & Account Manager — AI Agents

About Central
Central builds AI agents that do real work for businesses. Today, our agents answer phones, book appointments, look up records, follow up with customers, transfer calls, and work inside scheduling and healthcare systems. We're expanding from the front desk into back-office workflows like intake, verification, scheduling, follow-up, and other repetitive operational work.
We're looking for someone to own customers after they sign. You own the relationship, onboarding, adoption, open items, retention, renewal, and expansion. You are the person who knows what's happening with every account — and who notices something is wrong before the customer has to chase us. You'll also configure our AI agents directly.
Responsibilities

- Own a book of customers. Know what's live, what's blocked, what's broken, who's unhappy, what you've promised, and what needs follow-up.

- Follow up relentlessly on customer questions, open items, implementation blockers, engineering escalations, promised callbacks, renewals, and commercial conversations.

- Take customers live by understanding their workflow, configuring their AI agent, connecting supported systems, and testing the experience end to end.

- Configure AI agents yourself using prompts, call flows, transfer and escalation rules, knowledge, notifications, SMS, scheduling, and other product settings.

- Troubleshoot issues before escalating by reproducing the problem, inspecting the configuration, and understanding what is failing.

- Manage the engineering handoff when genuine engineering input is needed, providing clear context and evidence while maintaining customer communication.

- Verify all solutions by testing them yourself before communicating to the customer that the issue is resolved.

- Engage with customers daily through onboarding, check-ins, troubleshooting, escalation, renewal, save, and expansion conversations.

- Protect revenue by recognizing churn risk early and intervening when accounts aren't receiving value.

- Grow accounts by identifying additional workflows, locations, teams, or processes that Central could automate.

- Help shape future product offerings by bringing insights into repetitive tasks that AI could address back to the product team.

- Document recurring problems to develop playbooks, templates, automation, or product improvements.

Requirements

- 2+ years in a customer-facing B2B software role.

- Experience owning customer relationships or accounts directly.

- Strong spoken English and confidence in running customer calls independently.

- Proficient written communication skills.

- Experience in configuring software directly rather than only filing tickets.

- Technical fluency to learn unfamiliar software, understand integrations, and troubleshoot configuration problems.

- A strong system for tracking customers, promises, follow-ups, and open items.

- Evidence of proactive follow-through without requiring someone to chase you.

- Comfort in having retention, renewal, or expansion conversations.

- Consistent availability during US business hours.

- Genuine curiosity about AI and its potential to automate business operations.

Nice to Have

- Experience in SaaS implementation or onboarding.

- Familiarity with workflow builders, automation, CRM, or no-code tools.

- Knowledge of APIs, webhooks, OAuth, or integrations.

- Experience with telephony, VoIP, call forwarding, Twilio, Dialpad, or RingCentral.

- Background in healthcare, EHR, practice-management, or RCM.

- Experience in early-stage startups.

- Experience carrying retention, renewal, or upsell targets.

- Hands-on experience building or automating processes using AI.

Company Culture

- We value action. If a customer has an open issue, it gets actioned immediately.

- Our fixes are verified. You don't tell a customer something works without testing it yourself.

- We prioritize direct communication. If calling is faster, we do it instead of exchanging messages.

- Tran