Success Engineer

Job description

ABOUT US Every 10 minutes, 18 million conversations happen between businesses and consumers around the world. For decades, the consumer side of those conversations sucked: long queues, robotic menus, repeated explanations, and advice that is often unhelpful. Most people today still cannot simply say what their problem is in natural language when communicating with businesses. AI changes that. For the first time, companies can have natural conversations with customers at massive scale. Every B2C company - from energy providers to telcos to insurers - will use AI agents to talk to their customers. The number of conversations businesses will handle is going to explode in the coming years. At telli, we are solving the challenges that come with that shift. Today, leading B2C companies like Sky are already using telli to deploy thousands of voice agents to provide their customers with a new experience. But building a first voice agent is easy, getting it to drive real outcomes for customers and businesses is the hard part. telli helps companies build, deploy, and improve consumer-facing AI voice agents at scale. This will become one of the most important software categories of the next decade, and we intend to win it. We are a small, AI-pilled team that likes to solve hard problems. Be it engineering, product, or GTM - we build, experiment, and move fast, while heavily leveraging the capabilities of AI models. All of us like to challenge ourselves and take real ownership over what we do, all while still staying humble and keeping a low-ego culture. Check out our principles https://principles.telli.com/ to see how we work. ABOUT THE ROLE As Success Engineer you own the long-term success of a portfolio of telli customers. You are the trusted counterpart customers turn to after go-live to drive deep AI adoption, retention, and expansion as telli scales. Once deployment brings a customer live, you take over. You monitor agent performance, optimise prompts and flows, surface and close usage gaps, find new use cases, and engineer the conditions for retention and expansion. You also build the playbooks that make adoption and optimisation repeatable across the customer base. You own a portfolio of accounts and targets on NRR, logo retention, and usage, sharing the ARR expansion target with the account manager. You work alongside product, engineering, sales and account management as telli scales to €10M ARR by end of 2026. WHAT YOU'LL DO 1. ACCOUNT OWNERSHIP & COMMERCIAL SUCCESS - Become the central contact for helping our customers adopt telli across the organization - Lead workshops and training sessions to drive deeper product adoption - Help onboard new units and use cases - Work together with the account manager to identify expansion opportunities & stay on top of renewal cycles - Track product usage and product adoption to identify blockers and opportunities 2. AGENT DEVELOPMENT & DEPLOYMENT - Partner directly with engineering and customers to build, design, and refine AI agents that handle thousands of customer conversations daily - Track agent performance against key success criteria and continuously improve - Debug technical problems across integrations, agent performance, and call quality - Act as first point of contact for all customer requests and technical issues in your customer portfolio 3. SYSTEMS & PRODUCT FEEDBACK - Build and maintain workflows for tracking adoption, success metrics, and customer health - Document playbooks, best practices, and internal processes to scale the success function - Continuously improve internal and external knowledge bases - Translate customer needs into product feedback for engineering and product teams WHAT MAKES YOU A GREAT FIT - You have >2 yr experience in technical customer-facing roles: you've supported customers in technical environments like SaaS support, technical account management, solutions engineering, implementation, or consulting - You're a confident communicator who builds trust: you can explain technical concepts clearly to both technical and non-technical stakeholders, and build strong working relationships with users, admins, and decision-makers - You're technically hands-on with AI tooling: you've built workflows and AI agents and are comfortable with prompt engineering, APIs, webhooks, and debugging integrations - You can juggle multiple priorities under pressure and structure them: you triage incoming requests, distinguish urgent from important, and manage a queue of tickets, escalations, and proactive customer work simultaneously - You have a customer-first mindset with business sense: you understand that solving the immediate issue isn't enough; you connect technical problems to customer goals and help them get more value out of telli - You can troubleshoot and resolve complex issues: you investigate problems methodically, dig into logs, configurations, and integrations, and drive issues to resolution while keeping customers informed - You're an excellent communicator in both English and German (additional languages a big plus) - especially in writing, since much of customer support happens async via email, Slack, or ticketing systems YOU MAY NOT MAKE A GOOD FIT IF… - you wait for tasks and projects to be handed to you - you cannot deal well with multiple priorities or struggle keeping an overview - you have a pure business background but never worked with workflows and AI agents - you only like ‘strategic’ work and don’t want to get your hands dirty - you want to work 9–5 or remotely PERKS - above-market pay & equity - access to any (AI) tool that makes you more productive - gym subscription (urban sports) - free dinner in the office - regular off-sites with the team