Success Engineer

Own the long-term success of a portfolio of telli customers after go-live, driving AI adoption, retention, and expansion. Monitor agent performance, optimize prompts and flows, surface usage gaps, identify new use cases, and engineer conditions for retention. Build repeatable playbooks for adoption and optimisation across the customer base. Manage a portfolio of accounts with targets on renewal and expansion, collaborating with product, engineering, sales, and account management to scale ARR. Partner with engineering and customers to design and refine AI agents handling thousands of conversations daily; track performance against success criteria and resolve issues across integrations and call quality. Develop workflows to track adoption, success metrics, and customer health; document best practices and internal processes and translate customer needs into product feedback. Excellent written and spoken communication in English and German; comfortable with AI tooling, prompts, APIs, webhooks, and debugging integrations.