Success Engineer
About the role
Role focused on long-term customer success, adoption, retention, and expansion of telli's AI voice agent platform across a portfolio of customers; combines account ownership, agent development, and product feedback to drive ARR growth.
Responsibilities
- 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
- 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
- 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
Qualifications
- 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 – especially in writing, since much of customer support happens async via email, Slack, or ticketing systems
Skills
Benefits
- 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
About telli
AI phone agents that convert
telli is building AI voice agents that convert leads into sales opportunities for B2C companies. For example, a leading home-buying platform is using telli to fully automate their pre-qualification. We are serving customers in energy, real estate, medical products, and home services. You might think that these B2C companies want to do more self-serve and less outreach. But the truth is outbound calls are what really drive conversion. Historically, managing these calls has been complex and expensive—costing companies hundreds of thousands of dollars. With telli, for the first time, B2C companies can automate the role of a pre-sales agent, end to end.
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