Observe.AI

Customer Success Manager

• Driving process change and product adoption through change management, executive level relationships, project management, and training enablement
• Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
• Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
• Championing and owning customer retention and partnering with Account Managers on upsells
• Advocating for customer needs and educate them on adopting new features as we continue to enhance the product
• Confidently working in an ambiguous environment -- we are a fast moving startup!
• Collaborating internally and externally to solve pain points for your customerProviding key contributions to help grow and scale our Customer Success organization

Senior Customer Success Manager

Product Manager

• Own and build a frontier Agentic AI product.
• Turn AI breakthroughs into real enterprise impact.
• Ship from 0 → 1 → scale.
• Design trusted, enterprise-ready agents.
• Raise the bar across product and platform.
• Be the face of Agentic platform.

Director, Product Management

Artificial Intelligence

• Build & Deploy Agents: Own the full AI agent build process - prompts, workflows, integrations, telephony setup, and evaluation forms.
• Client Engagement: Lead weekly demos, show progress, gather feedback, and act as the primary technical point of contact once a solution is defined.
• Systems Integration: Configure APIs, data maps, authentication, error handling, and connect to CRMs, databases, or knowledge systems.
• Telephony Integration: Set up SIP/CCaaS/PSTN routing, pass metadata, configure fallbacks, and troubleshoot call quality.
• Optimization: Monitor performance, refine prompts, test iteratively, and ensure agents meet automation and containment targets.
• Strategic Partner: Translate customer requirements into actionable solutions; work consultatively to unblock challenges in security, connectivity, or knowledge ingestion.
• Shadow Core Engineering: Collaborate with product/engineering teams for deep technical fixes and platformization, while independently leading client delivery.

AI Agent Engineer

• Own AI Agent deployments from kickoff → design → build → testing → go-live → hypercare → optimization.
• Conduct business and technical discovery to deeply understand customer workflows, KPIs, and success criteria.
• Lead a matrixed delivery team including Experience Designers, AI Agent Engineers, and Telephony Engineers.
• Coordinate with Engineering on feature gaps, technical escalations, and roadmap alignment.
• Own the success of multi-phase AI transformation programs.
• Post–go live, act as the customer’s primary AI Agent program lead - running QBRs, tracking KPIs, and driving continuous value.
• Create and refine playbooks, delivery templates, evaluation frameworks, UAT processes, hypercare models, and best practices
• Ensure compliance with testing, evaluation frameworks, UAT processes, and deployment checklists.
• Manage timelines, deliverables, documentation, and cross-functional dependencies for multiple concurrent customer programs.
• Guide customers through operational readiness, change management, and best practices for scaling AI within their contact centers.
• Present confidently to frontline leaders, IT executives, and C-suite stakeholders.
• Translate complex AI/technical concepts into business outcomes and guide customers through AI maturity and transformation journeys.

Senior Customer Success Manager

Director, Product Management

AI Agent Engineer

Engagement Manager – AI Agents