Technical Customer Success Manager - AI Agents

About the Role

We are seeking a passionate and technically skilled Technical Customer Success Manager for our AI Agents team in South Africa. This role is pivotal in ensuring customer satisfaction and success through proactive engagement and technical expertise. You will be responsible for configuring, troubleshooting, and optimizing our software solutions to meet the unique needs of our customers.

Your primary focus will be on B2B SaaS customer ownership, where you will leverage your strong technical skills and exceptional communication abilities to drive customer retention and expansion. Join us in a dynamic, fast-paced environment where important customer items are addressed on the same day.

Responsibilities

• Take ownership of customer accounts, ensuring their successful adoption of our AI agents.
• Independently configure and test complete standard AI agents and call flows to meet customer specifications.
• Run standard customer go-live processes, including EHR/scheduling integrations, configuration, testing, and customer communication.
• Maintain open-item tracking and escalation paths to streamline customer support efforts.
• Proactively drive customer retention and expansion efforts through effective relationship management.
• Document customer interactions, product feedback, and best practices to enhance team knowledge.
• Serve as the main point of contact for customer inquiries and issues, troubleshooting them with minimal supervision.
• Collaborate with the integration engineering team to ensure successful implementation of custom APIs and integrations.

Requirements

• Proven experience in a customer success or account management role, preferably within a B2B SaaS environment.
• Strong technical aptitude with the ability to configure AI agents, prompts, workflows, and call flows.
• Exceptional spoken and written English communication skills.
• Demonstrated proactive follow-through and attention to detail in customer interactions.
• Experience with customer retention and expansion strategies.
• Ability to work independently and manage multiple customer accounts simultaneously.
• Familiarity with EHR/scheduling systems is a plus.
• Willingness to work full-time during US business hours.

Nice to Have

• Experience in technical troubleshooting and software configuration.
• Background in customer support or technical support roles.
• Knowledge of AI technologies and their applications in customer service.
• Familiarity with API integrations and technical documentation.
• Experience in a fast-paced startup environment.

Onboarding Timeline

• Day 2: Understand product, accounts, customer journey, escalation paths, and open-item tracking.
• Day 4: Independently configure and test a complete standard AI agent/call flow.
• Day 7: Independently run a standard customer go-live end-to-end, including supported EHR/scheduling integrations, configuration, testing, and customer communication.
• Day 14: Independently own live accounts and troubleshoot/escalate issues with minimal supervision.
• Day 30: Operate as a fully productive account owner, proactively driving retention, expansion, documentation, and product feedback.

Benefits

• Opportunity to work remotely from anywhere in South Africa.
• Engaging company culture with a focus on professional development and growth opportunities.
• Access to advanced tools and technologies in the AI space.
• Collaborative and supportive team environment.
• Regular training and opportunities to enhance technical skills.
• Participation in team-building activities and company events.

We are an equal opportunity employer and value diversity at our company. We encourage applications from all qualified individuals and look forward to hearing from you!