Customer Success Manager — AI Agents

Summary

Wing Assistant is hiring a Customer Success Manager focused on AI agents that support business customer interactions. The role manages customer implementation and onboarding, configures AI call workflows and integrations, troubleshoots issues, and maintains customer satisfaction and retention.

Responsibilities

• Take new customers live by setting up call forwarding and building their call flow while testing it end-to-end
• Configure product features including flow builder, prompt builder, transfer settings, and notification rules
• Manage integrations with systems like athenahealth, Brightree, and Availity, ensuring all API keys and credentials are properly set up
• Conduct customer calls daily for onboarding, check-ins, escalations, and proactive interventions
• Triage issues to engineering with detailed reports, verifying fixes and keeping customers informed
• Identify churn risks early and intervene to protect revenue, including addressing past-due invoices
• Document recurring fixes to streamline future processes and enable self-service for customers
• Maintain regular communication with clients to ensure satisfaction and address any concerns promptly

Skills

• 3+ years of experience in implementation, onboarding, technical account management, or customer success in a B2B software environment
• Proven experience in configuring software for customers using workflow or automation builders
• Daily interaction with customers via phone, not limited to email support
• Hands-on experience with telephony systems (e.g., VoIP, Twilio) or healthcare systems (EHR, PMS)
• Ability to work from 9am–5pm US Eastern time, regardless of your location
• Strong written English skills sufficient to manage customer emails without review
• Experience in front-office, practice management, or revenue cycle management in healthcare
• Previous employment at a startup with under 50 employees
• Familiarity with tools such as Linear, Jira, Stripe, and Slack Connect
• Experience in upselling within an existing account base
• Ability to adapt quickly to product changes and manage customer expectations effectively

Qualifications

Must Haves

• 3+ years of experience in implementation, onboarding, technical account management, or customer success in a B2B software environment
• Proven experience in configuring software for customers using workflow or automation builders
• Daily interaction with customers via phone, not limited to email support
• Hands-on experience with telephony systems (e.g., VoIP, Twilio) or healthcare systems (EHR, PMS)
• Ability to work from 9am–5pm US Eastern time, regardless of your location
• Strong written English skills sufficient to manage customer emails without review

Nice to Haves

• Experience in front-office, practice management, or revenue cycle management in healthcare
• Previous employment at a startup with under 50 employees
• Familiarity with tools such as Linear, Jira, Stripe, and Slack Connect
• Experience in upselling within an existing account base
• Ability to adapt quickly to product changes and manage customer expectations effectively

Benefits

• Opportunity to work with cutting-edge AI technology in a fast-paced environment.
• Collaborative team culture that values innovation and proactive problem-solving.
• Professional development opportunities to enhance your skills and career growth.
• Remote work flexibility, allowing you to work from anywhere.
• Comprehensive support for onboarding and continuous training.
• Competitive compensation package with potential for growth based on performance.