Success Engineer Berlin

telli; Berlin; Vor Ort; EUR 70.000 - 110.000; Vollzeit

Zusammenfassung

telli in Berlin is seeking a Success Engineer to own the long-term success of a portfolio of customers. You will monitor agent performance, optimise prompts and flows, surface usage gaps, and engineer the conditions for retention and expansion as telli scales.

You will work with product, engineering, sales and account management to drive adoption and growth, targeting ARR expansion toward €10M by 2026. You will also build playbooks and onboarding processes for repeatable success.

Qualifikationen

• 2+ years in technical customer-facing roles (SaaS support, TAM, solutions engineering, implementation, or consulting).
• Hands-on with AI tooling, workflows, and AI agents.
• Comfort with prompt engineering, APIs, webhooks, and debugging integrations.

Aufgaben

• Own the central contact for customer adoption and renewal success across a portfolio.
• Lead workshops and onboarding to drive product adoption and expansion opportunities.
• Collaborate with product, engineering, sales, and account management to scale ARR.

Kenntnisse

2+ years experience

Hands-on with AI tooling

Prompt engineering

APIs & webhooks

Debugging integrations

Excellent communicator

Tools

APIs

Webhooks

Jobbeschreibung

Every 10 minutes, 18 million conversations happen between businesses and consumers around the world.

For decades, the consumer side of those conversations sucked: long queues, robotic menus, repeated explanations, and advice that is often unhelpful. Most people today still cannot simply say what their problem is in natural language when communicating with businesses.

AI changes that. For the first time, companies can have natural conversations with customers at massive scale. Every B2C company - from energy providers to telcos to insurers - will use AI agents to talk to their customers. The number of conversations businesses will handle is going to explode in the coming years.

At telli, we are solving the challenges that come with that shift. Today, leading B2C companies like Sky are already using telli to deploy thousands of voice agents to provide their customers with a new experience. But building a first voice agent is easy, getting it to drive real outcomes for customers and businesses is the hard part. telli helps companies build, deploy, and improve consumer-facing AI voice agents at scale. This will become one of the most important software categories of the next decade, and we intend to win it.

We are a small, AI-pilled team that likes to solve hard problems. Be it engineering, product, or GTM - we build, experiment, and move fast, while heavily leveraging the capabilities of AI models. All of us like to challenge ourselves and take real ownership over what we do, all while still staying humble and keeping a low-ego culture.

As Success Engineer you own the long-term success of a portfolio of telli customers. You are the trusted counterpart customers turn to after go-live to drive deep AI adoption, retention, and expansion as telli scales.

Once deployment brings a customer live, you take over. You monitor agent performance, optimise prompts and flows, surface and close usage gaps, find new use cases, and engineer the conditions for retention and expansion.

You also build the playbooks that make adoption and optimisation repeatable across the customer base.

You own a portfolio of accounts and targets on NRR, logo retention, and usage, sharing the ARR expansion target with the account manager. You work alongside product, engineering, sales and account management as telli scales to €10M ARR by end of 2026.

what you'll do

1. Account Ownership & Commercial Success

Become the central contact for helping our customers adopt telli across the organization

Lead workshops and training sessions to drive deeper product adoption

Help onboard new units and use cases

Work together with the account manager to identify expansion opportunities & stay on top of renewal cycles

Track product usage and product adoption to identify blockers and opportunities

2. Agent Development & Deployment

Partner directly with engineering and customers to build, design, and refine AI agents that handle thousands of customer conversations daily

Track agent performance against key success criteria and continuously improve

Debug technical problems across integrations, agent performance, and call quality

Act as first point of contact for all customer requests and technical issues in your customer portfolio

3. Systems & Product Feedback

Build and maintain workflows for tracking adoption, success metrics, and customer health

Document playbooks, best practices, and internal processes to scale the success function

Continuously improve internal and external knowledge bases

Translate customer needs into product feedback for engineering and product teams

what makes you a great fit

You have >2 yr experience in technical customer-facing roles: you've supported customers in technical environments like SaaS support, technical account management, solutions engineering, implementation, or consulting

You're a confident communicator who builds trust: you can explain technical concepts clearly to both technical and non-technical stakeholders, and build strong working relationships with users, admins, and decision-makers

You're technically hands-on with AI tooling: you've built workflows and AI agents and are comfortable with prompt engineering, APIs, webhooks, and debugging integrations

You can juggle multiple priorities under pressure and structure them: you triage incoming requests, distinguish urgent from important, and manage a queue of tickets, escalations, and proactive customer work simultaneously

You have a customer-first mindset with business sense: you understand that solving the immediate issue isn't enough; you connect technical problems to customer goals and help them get more value out of telli

You can troubleshoot and resolve complex issues: you investigate problems methodically, dig into logs, configurations, and integrations, and drive issues to resolution while keeping customers informed

You're an excellent communicator in both English and German (additional languages a big plus) - especially in writing, since much of customer support happens async via email, Slack, or ticketing systems

you may
not make a good fit if…

you wait for tasks and projects to be handed to you

you cannot deal well with multiple priorities or struggle keeping an overview

you have a pure business background but never worked with workflows and AI agents

you only like 'strategic' work and don't want to get your hands dirty

you want to work 9-5 or remotely

above-market pay & equity

access to any (AI) tool that makes you more productive