Implementation & Customer Success Manager - AI Agents
About the job
- At least 3 years of experience in implementation, onboarding, technical account management, or customer success at a B2B software company.
- Experience directly managing a book of customers or implementations.
- Ability to configure software solutions, including workflow builders, automation tools, and integrations.
- Strong spoken and written English communication skills sufficient to handle customer interactions independently.
- Hands-on experience with telephony, electronic health records, APIs, or workflow automation tools.
- Ability to troubleshoot technical issues without immediate escalation.
- Availability to work US business hours consistently.
- Ability to manage multiple implementations and customer issues simultaneously.
- Adaptability to a fast-paced environment where products and priorities frequently change.
- Own customers end to end, managing the journey from signed contract through implementation, launch, adoption, ongoing success, renewal, and expansion.
- Take new customers live by configuring workflows, call forwarding, prompts, and integrations, and testing the entire customer experience before launch.
- Configure AI agents, building and improving prompts, workflows, and integrations as the product evolves.
- Implement new workflows, adapting to rapidly changing processes and tools.
- Run integrations with systems such as athenahealth, Brightree, and NexHealth by obtaining API credentials and debugging permissions.
- Engage with customers through onboarding calls, implementation sessions, and troubleshooting to maintain a proactive communication flow.
- Investigate problems independently by checking configurations and logs to isolate issues before escalating to engineering.
- Triage engineering issues by providing comprehensive information for resolution and verifying fixes before concluding cases.
- Protect and grow revenue by identifying churn risks and opportunities for account expansion.
- Transform recurring issues into documented playbooks or automated solutions to enhance efficiency.
- Experience in front-office, practice-management, or healthcare operations.
- Familiarity with systems such as athenahealth, Availity, or Brightree.
- Prior experience implementing AI agents or workflows.
- Knowledge of tools such as Linear/Jira, Stripe, and Slack.
- Experience in early-stage startups or fast-paced environments.
- Proven success in identifying and closing expansion revenue opportunities.
About the company
Wing Assistant provides virtual assistant services for businesses, offering dedicated virtual assistants that work remotely on a full-time or part-time basis through a subscription model. Clients hire VAs who handle administrative tasks such as invoicing, payment tracking, and expense recording, while gaining complimentary access to the Wing Task Workspace App for communication, task management, file sharing, and screen recording. The service works by assigning a dedicated VA and, if needed, a Customer Success Manager plus thorough training for assistants to ensure consistent quality. This differentiates Wing Assistant through a strong emphasis on customer support and investment in VA training, with pricing tied to service level and hours required. The company’s goal is to help businesses run more efficiently by providing reliable, scalable administrative support via licensed remote assistants.
Company Size
1,001-5,000
Company Stage
Seed
Total Funding
$2.2M
Headquarters
Berkeley, California
Founded
2018
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Simplify's Take
What believers are saying
- Wing reported 210% annualized growth after $1.4 million revenue-based financing in 2023.
- Its 2026 careers pages show active hiring, suggesting demand and ongoing operational expansion.
- 2026 content marketing around outsourcing and AI services strengthens lead generation against smaller rivals.
What critics are saying
- Wing still relies on low-margin labor subscriptions, exposing it to price wars and churn.
- 2026 job posts tie Wing to M32 AI, signaling uncertain strategic drift from core services.
- The mandatory arbitration terms and security complaints raise client-trust risk before 2027 renewals.
What makes Wing Assistant unique
- Wing bundles dedicated virtual assistants with customer success and task-workspace software.
- Its 2026 hiring pages emphasize global remote coverage across hundreds of open roles.
- Wing markets specialized vertical support, including medical scribing and customer service outsourcing guides.
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Benefits
- Performance Bonus
- Job Security
- Paid Training
- Inclusive Culture
- Upskilling Opportunities
- Remote Work Options
- Exceptionally Supportive Team
- Opportunities for Career Growth
- Company Social Events
- Holiday & Overtime Pay