Implementation & Customer Success Manager — AI Agents

Wing Assistant
Malaysia
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Proactive problem-solving","Troubleshooting","Communication","Organization","Adaptability"]

Own customer relationships end to end—from signed contract through implementation, launch, ongoing success, renewal, and expansion. Configure and test AI agent workflows, call forwarding and automation, troubleshoot integrations and technical issues with customer IT teams, and reproduce problems to isolate failures before escalating to engineering. Proactively manage churn risk, drive account growth, and turn recurring implementation challenges into playbooks as Central expands beyond voice into back-office operations.

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FursaFursa
Wing Assistant
Wing Assistant
2 days ago

Implementation & Customer Success Manager — AI Agents

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own customer relationships end to end—from signed contract through implementation, launch, ongoing success, renewal, and expansion. Configure and test AI agent workflows, call forwarding and automation, troubleshoot integrations and technical issues with customer IT teams, and reproduce problems to isolate failures before escalating to engineering. Proactively manage churn risk, drive account growth, and turn recurring implementation challenges into playbooks as Central expands beyond voice into back-office operations.
Location: Malaysia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own customer relationships end to end: implementation, launch, ongoing success, renewal, and expansion.
  • •Configure workflows and automation for new customers, including prompts, transfer rules, scheduling, notifications, and integrations.
  • •Implement and support AI agent behavior by building and improving prompts, workflows, and escalation logic as the product evolves.
  • •Troubleshoot customer and integration issues by reproducing failures, checking configurations, isolating root causes, and escalating with clear context.
  • •Protect and grow revenue by identifying churn risks and expansion opportunities, and document recurring issues into playbooks/automation.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •3+ years in implementation, onboarding, technical account management, customer success, or a similar customer-facing role at a B2B software company.
  • •Own a book of customers or implementations directly.
  • •Ability to configure software for customers using workflow builders, automation tools, or similar products.
  • •Hands-on experience with telephony/VoIP concepts (e.g., call forwarding) or APIs; comfortable troubleshooting technical problems independently.
  • •Highly organized, able to manage multiple implementations and customer issues efficiently while working US business hours.
Experience:B2B softwareCustomer successTelephonyVoIPAIHealthcare operations
Skills:Proactive problem-solvingTroubleshootingCommunicationOrganizationAdaptability
Languages:English
Tech Stack:AI agentsPromptsWorkflowsEscalation logicTelephonyVoIPCall forwardingSchedulingNotificationsIntegrationsAPI credentialsAuthenticationAPILinearJiraStripeSlackAthenahealthAvailityBrightree

Company Brief

Wing Assistant
Provides remote virtual assistant and administrative support services, matching businesses with trained assistants for tasks like scheduling, email management, research, and operations to improve productivity and reduce overhead.
Industry: Recruitment Agencies
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