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Retell AIRetell AIRedwood City, CA

Customer Success Engineer

Customer Success Engineer partnering with enterprise customers (CVS, American Airlines, Lenovo) to deploy and scale Retell AI's voice agents. Design integrations, troubleshoot production issues (APIs, SIP, LLMs), build workflows, and drive adoption while collaborating with Product and Engineering teams. Requires bachelor's in CS/related field plus 5+ years in customer success engineering or recent top-tier grad.

135k – 156k/yr
Hybrid5+ YOESupport Engineering

About the role

Key Responsibilities

  • Own Enterprise Customer Deployments: Lead technical onboarding for enterprise customers, serve as primary technical point of contact, drive successful launches and product adoption, build trusted relationships with customer engineering teams.
  • Technical Consulting: Build AI voice agents alongside customers, design conversation flows and deployment strategies, troubleshoot production deployments, debug APIs, webhooks, SIP, telephony, authentication, integrations, and latency issues, work directly inside customer codebases when necessary.
  • Partner with Product & Engineering: Identify product gaps through customer feedback, translate customer needs into actionable product improvements, partner closely with Product and Engineering teams, advocate for customers throughout the product development process.
  • Drive Customer Growth: Identify expansion opportunities, help customers launch new AI use cases, increase product adoption across organizations, become a trusted technical advisor for enterprise accounts.

Requirements

  • Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.
  • One of the following: 5+ years of experience in Customer Success or as a Customer Success Engineer at a B2B software company, or recent graduate from a top-tier university with a degree in a relevant technical field.
  • Strong technical problem-solving skills.
  • Experience working with APIs and debugging technical issues.
  • Excellent communication skills and the ability to explain technical concepts to customers.
  • Must be available to work standard U.S. business hours in either the Pacific or Eastern Time zone, with sufficient overlap with Retell’s Pacific Time–based team and enterprise customers.

Nice-to-Haves

  • Experience with Python or TypeScript.
  • Experience working with AI, LLMs, or Voice AI.
  • Startup experience.
  • Experience supporting enterprise customers.
  • Willingness to travel up to 10% for enterprise customer launches, onsite workshops, and customer Innovation Day events.

Skills

APIsPythonTypeScriptLLMsvoice aiDebuggingsiptelephonyWebhooks

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