Customer Success Engineer - Voice AI

Vozy is a voice AI platform that helps companies to transform the way they interact with customers using contextual voice assistants and conversational AI. Vozy is on a mission to transform the way companies interact with customers. . 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 A rgentina 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!