Customer Success & Account Manager – AI Agents

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage a portfolio of clients, staying aware of their requirements and status.

• Address customer inquiries and issues promptly to ensure swift resolutions on the same day.

• Engage customers by configuring and testing AI agents according to their workflows.

• Personally configure AI agents, including prompts, flows, and escalation protocols.

• Independently troubleshoot issues prior to escalating them to the engineering team.

• Document issues and provide comprehensive steps for smooth engineering handoff when needed.

• Facilitate onboarding and implementation calls, ensuring customers receive the necessary support.

• Proactively identify churn risks and manage customer satisfaction effectively.

• Expand accounts by spotting additional automation and support opportunities.

• Gather feedback from customers to influence future product enhancements.

• Record recurring issues into playbooks or templates for future use.

⛳️ Requirements

• 2+ years of experience in a customer-facing B2B software position with direct management of customer accounts.

• Exceptional verbal and written communication skills in English.

• Proven experience in independently configuring software.

• Strong technical skills to learn and troubleshoot new software effectively.

• Demonstrated ability to complete tasks without the need for constant reminders.

• Excellent organizational skills to manage multiple accounts efficiently.

• Experience in discussions related to retention, renewal, and account growth.

• A genuine interest in AI and its business applications.

• Availability to work during US business hours.

🏝️ Benefits

• Completely remote work environment emphasizing performance and results.

• Chance to work with advanced AI technology and play a role in its development.

• Collaborative team culture that fosters learning and growth.

• Opportunities for professional development to advance your skills.

• Work with a diverse team from various countries.

• Competitive salary package based on experience.