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.
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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!

Employment type
Contractor

Work arrangement
Yes