Customer Success Engineer - AI Agents

About the Role

We are seeking a dynamic and technically skilled Customer Success Engineer specializing in AI Agents to join our team in South Africa. This role is perfect for individuals who possess a blend of technical aptitude and a passion for customer engagement. You will be responsible for configuring AI agents, managing prompts and workflows, and ensuring that our clients have a seamless experience with our products.

The Customer Success Engineer will work directly with customers to diagnose configuration issues, reproduce problems, and test fixes end to end. Your ability to communicate effectively and follow through on customer needs will be essential to the success of this position. You will maintain customer ownership, focusing on account health, retention, and expansion.

In this role, you are expected to have a proactive approach, ensuring that customers can independently go live by Day 7. The position requires availability during US business hours, providing an exciting opportunity to work with a diverse range of clients across different time zones.

Responsibilities

• Configure AI agents, prompts, and workflows to meet customer specifications
• Reproduce customer-reported problems and diagnose configuration issues
• Test fixes end to end to ensure a seamless customer experience
• Communicate effectively with customers regarding their needs and updates
• Follow through on customer inquiries and support requests
• Maintain account health through regular check-ins and performance reviews
• Focus on customer retention and expansion strategies
• Ensure same-day movement on urgent customer requests and issues
• Facilitate independent customer go-live by Day 7
• Collaborate with integration engineers for any custom API needs
• Document all customer interactions and technical configurations for future reference

Requirements

• Proven experience in customer success or a similar role
• Technical aptitude with a strong understanding of AI agents and workflows
• Excellent communication skills and ability to work directly with customers
• Strong problem-solving skills with the ability to diagnose and troubleshoot issues
• Ability to work independently and manage multiple customer accounts
• Experience in a technical support or engineering role is a plus, but coding is not required
• Willingness to work during US business hours
• Strong organizational skills and attention to detail

Nice to Have

• Familiarity with AI technologies and platforms
• Experience in customer relationship management (CRM) software
• Background in a technical field such as engineering or IT
• Knowledge of integration processes and custom API functionalities
• Previous experience in a fast-paced startup environment

Benefits

• Opportunity to work in a cutting-edge field with AI technologies
• Professional development and growth opportunities within the company
• Collaborative and supportive team environment
• Engagement with diverse customer accounts
• Chance to influence customer success strategies and practices
• Remote work flexibility, allowing you to work from anywhere in South Africa