Humach

Customer Success Manager

• Participate in discovery, scoping, and design sessions to ensure alignment with client goals and success metrics.
• Coordinate AI Whisperer assignments for testing and simulation labs.
• Partner with product managers and service delivery teams to define reporting requirements and data markers.
• Contribute to branding guide development and persona design.
• Collaborate with product managers and AI whisperers to build and execute simulation scenarios.
• Support internal UAT and monitor live interactions during hypercare to ensure a smooth launch.
• Serve as the primary client-facing contact during go-live, stabilization and going forward.
• Ensure real-time updates to AI responses and promptly flag post-launch issues.
• Manage the workload and performance of assigned AI Whisperer team members.
• Track KPIs and digital agent performance metrics in collaboration with Service Delivery.
• Ensure KPIs are met; when gaps occur, partner with engineers to improve digital agent performance and customer experience.
• Maintain deep program knowledge and process expertise for assigned clients.
• Conduct regular client business reviews (weekly, monthly, quarterly) to assess performance and identify opportunities.
• Lead transcript audits and AI behavior reviews to inform tuning and roadmap updates.
• Collaborate with the product manager to align future development with client needs, ensuring the solution remains dynamic, scalable, and enriched with new use cases that deliver ongoing value.
• Manage client expectations and gather feedback to ensure outcomes align with KPIs.
• Facilitate feedback loops with AI product manager and AI engineers to drive continuous improvement.
• Ensure compliance with accessibility standards, data privacy regulations, and ethical AI practices.
• Stay current on AI trends, tools, and best practices to continuously improve performance.
• Set and uphold exceptionally high standards, demonstrating precision in every task and a passion for exceeding expectations.
• Demonstrate curiosity and a willingness to explore emerging tools and technologies.
• Adapt seamlessly to ambiguity, iterative development, and changing client or platform requirements.
• Take ownership and communicate proactively while collaborating effectively across technical and non-technical teams.

AI Customer Success Manager

Engineering Manager

• Lead, coach, and develop a distributed team of engineers working on AI-driven, LLM integrated workflows, digital voice agents, and cloud-native services.
• Own day-to-day engineering execution, ensuring delivery against product roadmaps, client commitments, and quality standards.
• Provide technical leadership across the AI platform, including agent orchestration, integrations, and real-time systems.
• Support and operationalize architectural decisions defined in collaboration with the Chief AI Architect, ensuring solutions meet scalability, reliability, security, and compliance standards.
• Partner closely with Product Management to translate business and client needs into clear technical plans and deliverables.
• Collaborate with Customer Success teams to support production deployments, incident resolution, and continuous improvement.
• Establish and reinforce engineering best practices around code quality, documentation, testing, observability, and release management.
• Hire, onboard, and retain high-quality engineers while fostering a culture of ownership, accountability, and learning.
• Ensure teams are effectively prioritizing work, managing technical debt, and balancing speed with long-term platform health.
• Contribute to planning and execution across multiple concurrent initiatives in a fast-paced, client-facing environment.

AI Customer Success Manager

Engineering Manager – Team Lead