Customer Success Engineer - Voice AI

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    "datePosted": "2026-01-20",
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    "description": "<p><span><a href=\"https://www.vozy.ai/\" target=\"_blank\" rel=\"noopener noreferrer\">Vozy</a> </span>is a voice AI platform that helps companies to transform the way they interact with customers using contextual voice assistants and conversational AI.</p>\n<p><br></p>\n<p><span><a href=\"https://www.vozy.ai/\" target=\"_blank\" rel=\"noopener noreferrer\">Vozy</a> </span>is on a mission to transform the way companies interact with customers.<span><br>.</span><br></p>\n<p><br><br></p>\n<p>Own the <span style=\"font-weight: bold\">business relationship and success outcomes </span>for enterprise clients. You'll ensure customers</p>\n<p>achieve ROI from our voice AI platform, guide technical implementation teams, and proactively manage</p>\n<p>account health to drive retention and growth.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">What You'll Do</span></p>\n<ul>\n<li>Drive customer success and ROI by defining success metrics, tracking adoption, and ensuring clients achieve measurable business outcomes such as call automation rates, cost savings, and customer satisfaction improvements.</li>\n<li>Manage client relationships by conducting regular check-ins, strategic reviews, and ensuring alignment between customer goals and platform capabilities.</li>\n<li>Guide Forward Deployed Engineers by directing FDEs on client priorities, success targets, and implementation strategies to ensure technical delivery aligns with business goals.</li>\n<li>Monitor account health by tracking usage patterns, identifying churn/downgrade risks, analyzing root causes, and developing mitigation strategies with the FDE team.</li>\n<li>Drive expansion and upsell by identifying opportunities to expand voice AI automation across additional call types or departments</li>\n<li>Act as customer advocate by representing client needs internally and ensuring product roadmap addresses customer requirements<br></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">What You'll Bring</span></p>\n<ul>\n<li>5+ years in customer success, account management, or technical roles in SaaS</li>\n<li>Technical background required with previous experience as solutions engineer, implementation specialist, or similar technical role</li>\n<li>Familiarity with financial services, banking, or collections industry</li>\n<li>Strong business acumen with focus on ROI, metrics, and customer outcomes</li>\n<li>Experience managing churn, renewals, and account expansion</li>\n<li>Ability to guide technical teams while maintaining business focus</li>\n<li>Excellent stakeholder management and communication skills</li>\n<li>Native Spanish speaker with fluent English proficiency</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">You'll Stand Out If You Bring</span></p>\n<ul>\n<li>Understanding of cloud platforms (AWS, GCP, Azure), infrastructure concepts (serverless, on premise, Kubernetes), and API architectures (REST, SOAP)</li>\n<li>Knowledge of databases, SQL queries, and data engineering concepts (ETL pipelines)</li>\n<li>Familiarity with data science (statistics, modeling), machine learning, and NLP concepts</li>\n<li>Experience with voice technologies (STT, TTS) and streaming protocols</li>\n<li>Background working with conversational AI or voice automation platforms</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Success Metrics</span></p>\n<ul>\n<li>Customer retention and Net Revenue Retention (NRR)<br>Achievement of client success targets (automation rates, cost reduction)</li>\n<li>Early identification and resolution of churn risks</li>\n<li>Account expansion and upsell revenue</li>\n<li>Customer satisfaction scores</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Vozy Culture</span></p>\n<p>At Vozy, transparency isn’t just a buzzword—it’s how we do things. We keep information flowing openly and honestly, making sure everyone is on the same page and working towards the same goals. Even in the fast-paced and ever-changing tech world, we never lose sight of the people who drive our growth.</p>\n<p><br></p>\n<p>We’re a fully remote team, our async tools let you manage your time in a way that works best for you, while our live meetings are all about connecting, making decisions, and moving forward together.<br></p>\n<p><br></p>\n<p>We’ve got some fun traditions too! We’re big on respecting everyone’s time, so if you’re more than a minute late, you’ll have to bust out a rap (or at least give it your best shot)!</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">What we offer</span></p>\n<ul>\n<li>Remote work 100% (contractor).<br></li>\n<li>Unlimited vacation</li>\n<li>Ideally based in Medellín, Colombia<span style=\"color: rgb(29, 28, 29); font-size: 12pt\"> o A<span style=\"font-size: 12pt\">rgentina</span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Think you might not tick all the boxes?</span></p>\n<p>At Vozy, we value potential as much as experience. If you’re passionate about what you do and eager to grow, we encourage you to apply even if you don’t meet every single requirement.</p>\n<p><br></p>\n<p>You might be the perfect fit for us! </p>",
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