Agent Success Manager

Job description

Job purpose:

This is a newly created position – the first of its kind at the company. The Agent Success Manager sits at the intersection of customer success, AI operations, and product improvement. You will be the human in the loop that makes our marketing AI agents actually work in practice: helping customers get up and running, identifying where agents get stuck, and feeding real-world signal back into how we build and improve them.

This role exists because deploying AI agents well is not purely a technical problem. It requires someone who understands our customers’ goals, can diagnose friction in agent workflows, and knows how to escalate the right things to the right people – whether that’s a prompt change, a product decision, or an engineering fix.

Just as importantly, this role requires someone who can build strong relationships with practice owners and managers, helping them understand how AI-powered marketing can support practice growth and deliver measurable results. You will work closely with customers to identify opportunities to increase patient acquisition, improve marketing performance, and maximise the return on their investment. Through regular customer reviews and strategic conversations, you will help practices get the most from their AI agents, uncover additional use cases, and ensure they continue to see value from the platform as their business evolves.

Key Responsibilities:

Customer Growth & Value Realisation

• Build trusted relationships with practice owners, managers, and key decision-makers.
• Help customers understand and realise the commercial value of AI agents within their practice.
• Support customers to adopt new workflows and maximise utilisation of AI-powered marketing tools.
• Act as a strategic advisor, helping customers understand how AI can support practice growth, patient acquisition, and operational efficiency.
• Proactively identify risks to adoption and implement plans to improve engagement and outcomes.

Customer Onboarding & Setup

• Guide new customers through configuring and activating AI agents within our marketing products (iGrow and related tools)
• Run setup sessions, translate customer goals into agent configurations, and ensure agents are set up for success from day one
• Serve as the primary point of contact for customers getting started with agent-assisted workflows
• Demonstrate the value of AI agents by helping customers generate leads, increase bookings, and improve marketing outcomes.
• Share ROI with customers on time saved as well as revenue generated
• Help customers understand token usage, adoption trends, and opportunities to maximise value from their AI investment.

Workflow Monitoring & Unblocking

• Monitor live agent workflows to identify where agents stall, fail, or require human input to proceed
• Step in as the human decision-maker when an agent hits a boundary it cannot cross autonomously
• Triage issues: determine whether a blockage is a prompt problem, a data problem, a product gap, or a customer configuration issue
• Identify where AI-driven workflows are creating poor customer experiences and work with internal teams to improve outcomes through configuration, prompting, or product enhancements.

Feedback & Prompt Improvement

• Document patterns in agent failures, edge cases, and customer friction points
• Feed structured insight back into the central prompting and agent learning process — working closely with the AI/product team to improve baseline agent behaviour
• Maintain a living record of workflow improvements and the changes that drove them

Product & Engineering Collaboration

• Identify workflows where agents could add value but are currently blocked by technical or product limitations
• Write clear, actionable briefs for product and engineering when a human-specified change is needed to unlock agent capability
• Act as a bridge between customer reality and the internal roadmap — translating what you see on the ground into prioritised asks

The skills and experience which we are looking for in our Agent Success Manager are:

Essential

Strong influencing and consultative selling skills with the ability to gain credibility and trust quickly.

Commercially minded with the ability to demonstrate ROI and business value.

An interest in AI-enabled products and technology, with the ability to explain benefits in a simple, commercially focused way.

Comfortable working directly with customers – you can run a setup session, handle a confused question, and build trust quickly

Analytically minded; you spot patterns, ask why something is breaking, and document findings clearly.

Curious about AI – you don’t need to be an engineer, but you need to be genuinely interested in how agents work and where they fall short

A clear communicator in writing – you’ll be writing feedback briefs, prompts, and internal reports regularly

Comfortable with ambiguity – this role is new, and the playbook is partly yours to write

Familiarity with marketing technology, CRM, or campaign tooling

Hands-on experience with AI tools, prompt writing, or workflow automation

Desirable

Experience in a customer success, solutions engineering, or technical account management role

Experience working cross-functionally between commercial and technical team.

Knowledge of digital marketing, campaign management, lead generation, or marketing automation platforms. 

Experience creating, managing, or optimising marketing campaigns and reporting on performance and ROI.

Additional Information

Location: Remote
Job type: Full time, permanent
Salary: £40,000-£50,000 per annum dependent on experience.

Income Protection
Life Assurance
Enhanced pension
Health Cash plan
28 days annual leave + bank holidays
Sick pay scheme
A range of flexible benefits available through our Agilio Flex portal

If you feel you have what it takes to join our team, we look forward to receiving your application!

Reference 225752808