Technical Customer Success Manager

The Company

• CCaaS / Voice AI scale-up backed by recent Series A funding
• Building a genuinely best-in-class product transforming how businesses handle customer conversations
• Strong growth over the past 12 months, with multiple hires planned across CS, Partnerships and Sales
• Long-standing ABR client, we’ve partnered closely to build out their Customer Success and Support functions from the ground up

The Role

This is not a typical “relationship-led” CSM role.

You’ll own the technical onboarding and implementation of Voice AI customers, working hands-on to get complex environments live quickly and effectively.

Every customer is different. Different telephony setups, different call flows, different requirements.

Right now, onboarding isn’t consistent.

Your job is to bring structure, improve time-to-live, and build a repeatable process.

Key Responsibilities

• Own end-to-end onboarding from post-sale through to go-live
• Lead technical discovery sessions (call flows, routing logic, telephony setup)
• Configure, test and launch Voice AI solutions in complex environments
• Work closely with partners to deliver integrations (critical part of the role)
• Troubleshoot technical issues alongside Product and Engineering
• Optimise performance post go-live (flows, prompts, routing)
• Drive improvements in onboarding speed (target ~4 weeks vs current 6–12)
• Act as the bridge between customer, partner and internal teams

A core measurement of success in this role is TTL & TTV. As the role matures, expansion will come into play.

Experience

• Background in Customer Success, Solutions, Implementation or Technical Account Management
• Experience onboarding complex SaaS products
• Comfortable in technical conversations (you don’t need to code, but you get how things work)
• Exposure to:
• Telephony / contact centre environments (SIP, IVR, PBX, PSTN)
• APIs, integrations or workflow-based systems
• Strong problem-solver who enjoys figuring things out when there’s no clear playbook
• Detail-oriented with a bias towards action

Nice to have:

• Voice AI / conversational AI exposure
• Experience working with partners or integrations
• Familiarity with automation tools (e.g. n8n)

What They Offer

• £50–60k base + 20% bonus (linked to onboarding performance / time-to-live)
• Remote-first set-up with monthly in-person meet-ups
• Flat structure with direct access to the CEO and leadership team
• Opportunity to play a key role in shaping how onboarding is delivered as the business scales