The Role

As an early member of our Customer Success team, you will own the success of our clients with GetVocal AI. Your mission is to drive adoption, ensure our agents deliver measurable business value, and help customers continuously expand their use of the platform.

This role goes beyond account management — you will work closely with customers to turn deployments into real operational impact, identifying opportunities to improve performance, unlock new use cases, and deepen adoption over time.

You will thrive in this role if you enjoy fast-paced environments, are comfortable discussing both product and operations, and are motivated by turning customer deployments into long-term partnerships.

What you’ll do:

• Onboarding & activation: Partner with Ops to ensure smooth launches and help customers reach early value milestones quickly.
• Performance & value optimization: Monitor agent performance (adoption, automation rate, resolution rate, volume, etc.), identify gaps, and proactively drive improvement initiatives with customers and internal teams.
• Strategic discovery: Conduct structured discovery sessions to uncover new use cases, integrations, and AI opportunities within customer organizations.
• Executive relationship management: Build strong relationships with decision-makers, lead business reviews, and clearly articulate ROI and strategic impact.
• Retention & growth: Own customer health, proactively mitigate churn risks, and collaborate with Sales to drive renewals and expansion opportunities.
• Cross-functional collaboration: Work closely with Ops, Product, and Engineering to ensure customer feedback translates into product improvements and successful deployments.
• Customer advocacy: Develop referenceable customers, case studies, and testimonials to strengthen GetVocal’s market presence.

What you bring:

• 4+ years experience in ideally a technical Customer Success role, or a similar client-facing role within the CCaaS, AI, or Conversational AI space.
• Excellent communication skills: both written and verbal, with the ability to simplify complex technical topics and confidently engage diverse stakeholders. Skilled at building credibility and establishing trusted, collaborative partnerships.
• Customer-First: A natural empathy for users and a drive to solve their problems.
• Tech Savvy: A strong interest in AI and the ability to explain technical concepts to non-technical users.
• Startup Mindset: You are comfortable with ambiguity and excited to help build processes from scratch.
• Languages: Fluent in French and English (written and verbal). You will be supporting our growing French market.

What we offer

• A full-time position with strong ownership
• Hybrid work setup with minimum 4 days/week in our Paris or Lisbon office
• Diverse team (10+ nationalities) spread across Europe
• Exposure to AI systems, voice technology, and enterprise environment
• A fast-paced environment with real impact and autonomy