Customer Success Manager

Company Description

Smooth Voice Ai builds custom AI voice agents that answer business phones 24/7, book jobs, and elimintate missed calls. We create voice agents that qualify leads, scale outbound, schedule appointments directly into calendars, and send confirmation emails/texts to multiple callers at once. Smooth Voice Ai also provides outbound calling services to reach new leads, follow up with no-shows, and track quotes so potential customers are not lost. We build custom solutions that are designed to go live within 10 days, helping businesses rapidly improve responsiveness and customer engagement.

Role Description

We need someone who will take control of post-sales, enforce clarity, and drive customers to value fast. Someone who doesn’t wait for direction, they build the plan, run the room, unblock deployments, collapse timelines, and turn customer confusion into clean, repeatable execution. Someone who can stabilize accounts, surface real risks, tighten the feedback loop, and aggressively identify expansion opportunities.

What you'll do

• Drive Customer Outcomes - You’ll own the post-sales journey end-to-end, ensuring every customer launches quickly, hits quantifiable KPIs, and sees unmistakable ROI from our agents. That means diagnosing blockers before they become problems, pushing customers toward high-value use cases, and turning every deployment into a measurable win for both their business and ours.
• Proactive Technical Guidance - Educate customers on best practices, new features, and optimization strategies, helping them get more value from Smooth Voice with every interaction.
• Customer Growth & Expansion - Work closely with customers to uncover new use cases, map expansion opportunities, and translate insights into actionable growth plans.
• Executive & Technical Communication - Engage confidently with stakeholders at every level, simplifying complex AI behavior into clear recommendations that drive adoption and outcomes.
• High-Ownership, High-Velocity Mindset - Operate with positivity, pace, and accountability in a fast-moving startup environment where speed, precision, and customer obsession matter.
• Driver of Customer Outcomes - Help customers achieve measurable business results with the most friendly, helpful, and human-like AI phone agents in the world.

Qualifications

• Technical Foundation (CS/Engineering or Equivalent Experience) - Degree or equivalent hands-on experience enabling deep understanding of customer architectures and AI workloads.
• 5+ Years in Technical Customer-Facing Roles - Experience as a TAM, Technical Lead, Solutions Architect, Customer engineer or similar role owning post-sales success and enterprise customer outcomes.
• API & Integration Fluency - Comfortable reading/writing REST/JSON/, interpreting logs, querying data with SQL and understanding how systems integrate in production.
• Escalation & Incident Management - Skilled in resolving complex issues, guiding senior stakeholders, and driving clarity during high-pressure situations.
• Strong Communication Skills- Able to simplify technical concepts for executives and dive deep with practitioners.
• High EQ & Customer Advocacy - Builds trust quickly, navigates competing priorities, and proactively guides customers towards best practices through structured touchpoints such as MBR/QBRs.
• Cross-Functional Collaboration - Proven success partnering with Sales, and Engineering, to drive adoption and growth.

Nice to haves

• Startup experience or early-stage TAM experience
• Experience with AI/ML, conversational AI, or telephony systems
• Background working with voice workflows, call flows, or Voice AI Tech
• Experience building TAM playbooks or customer onboarding frameworks