Customer Success Engineer - Voice AI

Vozyis a voice AI platform that helps companies to transform the way they interact with customers using contextual voice assistants and conversational AI.
Vozyis on a mission to transform the way companies interact with customers.
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Own the business relationship and success outcomes for enterprise clients. You'll ensure customers
achieve ROI from our voice AI platform, guide technical implementation teams, and proactively manage
account health to drive retention and growth.
What You'll Do

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.

Manage client relationships by conducting regular check-ins, strategic reviews, and ensuring alignment between customer goals and platform capabilities.

Guide Forward Deployed Engineers by directing FDEs on client priorities, success targets, and implementation strategies to ensure technical delivery aligns with business goals.

Monitor account health by tracking usage patterns, identifying churn/downgrade risks, analyzing root causes, and developing mitigation strategies with the FDE team.

Drive expansion and upsell by identifying opportunities to expand voice AI automation across additional call types or departments

Act as customer advocate by representing client needs internally and ensuring product roadmap addresses customer requirements

What You'll Bring

5+ years in customer success, account management, or technical roles in SaaS

Technical background required with previous experience as solutions engineer, implementation specialist, or similar technical role

Familiarity with financial services, banking, or collections industry

Strong business acumen with focus on ROI, metrics, and customer outcomes

Experience managing churn, renewals, and account expansion

Ability to guide technical teams while maintaining business focus

Excellent stakeholder management and communication skills

Native Spanish speaker with fluent English proficiency

You'll Stand Out If You Bring

Understanding of cloud platforms (AWS, GCP, Azure), infrastructure concepts (serverless, on premise, Kubernetes), and API architectures (REST, SOAP)

Knowledge of databases, SQL queries, and data engineering concepts (ETL pipelines)

Familiarity with data science (statistics, modeling), machine learning, and NLP concepts

Experience with voice technologies (STT, TTS) and streaming protocols

Background working with conversational AI or voice automation platforms

Success Metrics

Customer retention and Net Revenue Retention (NRR)
Achievement of client success targets (automation rates, cost reduction)

Early identification and resolution of churn risks

Account expansion and upsell revenue

Customer satisfaction scores

Vozy Culture
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.
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.
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)!
What we offer

Remote work 100% (contractor).

Unlimited vacation

Ideally based in Medellín, Colombia o Argentina

Think you might not tick all the boxes?
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.
You might be the perfect fit for us!
Originally posted on Himalayas