The Customer Success Engineer plays a central role in ensuring enterprise clients achieve measurable results using a voice AI platform. By defining success metrics and monitoring adoption, this position ensures clients realize tangible benefits such as improved call automation, cost reduction, and higher customer satisfaction.
Key Responsibilities
- Establish and track success criteria to demonstrate clear ROI, including usage rates, operational savings, and service quality improvements.
- Lead regular strategic reviews and ongoing check-ins to align client objectives with platform capabilities.
- Direct Forward Deployed Engineers by setting priorities, defining implementation approaches, and ensuring technical work supports business goals.
- Monitor account health through usage analytics, identify risks of churn or downgrades, and collaborate on corrective actions.
- Uncover opportunities to expand platform use across departments or new use cases, supporting organic growth.
- Represent client interests internally, ensuring product development reflects real-world needs and feedback.
Qualifications
- Minimum of five years in customer success, account management, or technical roles within SaaS environments.
- Proven technical experience in roles such as solutions engineering or implementation.
- Background in financial services, banking, or collections preferred.
- Strong focus on business outcomes, metrics, and demonstrating value.
- Experience managing renewals, reducing churn, and driving account growth.
- Skilled at leading technical teams while maintaining alignment with business objectives.
- Excellent communication and stakeholder management abilities.
- Native Spanish speaker with strong English proficiency.
Preferred Technical Knowledge
- Exposure to cloud infrastructure (AWS, GCP, Azure), serverless architectures, Kubernetes, and on-premise deployments.
- Familiarity with REST and SOAP APIs, databases, SQL, and ETL processes.
- Understanding of data science concepts, statistical modeling, machine learning, and natural language processing.
- Experience with speech-to-text (STT), text-to-speech (TTS), and real-time streaming protocols.
- Hands-on experience with conversational AI or voice automation platforms is a strong plus.
Work Environment
This is a fully remote, contractor position with asynchronous work expectations. Live meetings are reserved for key decisions and team connection. The culture values transparency, honest communication, and growth centered on people. Respect for time is emphasized—illustrated by light-hearted traditions like rapping when late to a call.
