Implementation & Customer Success Manager - AI Agents
About the job
- At least 3 years of experience in implementation, customer success, or technical account management at a B2B software company.
- Experience independently managing a book of customers or implementations.
- Hands-on experience configuring software for customers, such as customer relationship management systems or workflow automation tools.
- Strong spoken and written English communication skills.
- Experience with telephony, healthcare software, or application programming interfaces and integrations.
- Ability to troubleshoot technical issues effectively.
- Strong organizational skills to manage multiple implementations simultaneously.
- Willingness to work US business hours consistently.
- Own the customer journey from contract signing through implementation, launch, and ongoing success.
- Take new customers live by configuring workflows, call forwarding, and integrations.
- Build and improve AI agent behaviors, including prompts and escalation logic.
- Implement new workflows as the product evolves.
- Work with systems such as athenahealth and Brightree for integrations, handling authentication and debugging.
- Conduct onboarding calls and regular check-ins with customers to ensure satisfaction.
- Investigate and troubleshoot issues, isolating problems and fixing them when possible.
- Triage engineering issues with detailed context for efficient resolution.
- Protect revenue by identifying churn risks and opportunities for account expansion.
- Document recurring issues and create playbooks for future reference.
- Serve as the primary point of contact for customers and help ensure they get maximum value from the solutions.
- Experience in front-office or healthcare operations.
- Familiarity with tools such as Linear or Jira, Stripe, and Slack.
- Experience working at an early-stage or fast-moving startup.
- Knowledge of AI agents or AI-powered workflows.
- Proven ability to identify and close expansion opportunities with existing customers.
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