AI Client Success (YOE: 2 yrs+)

View all jobs AI Client Success (YOE: 2 yrs+) Bengaluru, India (Onsite) Business In office Full-time About Bolna Bolna is Voice AI infrastructure built for India - and now for the world. We help businesses deploy intelligent voice agents that can call, converse, and convert in any language, at scale. From collections to customer support to sales, our agents handle millions of conversations so humans don’t have to. We’re a YC F25 company, backed by General Catalyst, with 1,050+ paying customers and growing fast. Our team of ~40 is based in Bengaluru. About the role This isn't a relationship-management role that escalates technical problems to someone else. Think of it as a technical product manager who also happens to own the relationship. Bolna's agents run on a stack of ASR, LLM, TTS, and telephony providers stitched together in real time - and every enterprise client is running that stack against a business outcome that actually matters to them: a payment collected, a delivery confirmed, a candidate screened. When something breaks - a latency spike, a misfired transfer, a prompt drifting off-script under a live client's traffic - you're the first person who has to understand why. Not eventually. In enough technical depth to either fix it yourself or tell engineering exactly what's wrong. Day to day, that looks like: Reading transcripts and logs, forming a hypothesis - was it ASR, the LLM, TTS, or the telephony leg - and arguing that hypothesis with the person who can fix it. Writing and rewriting prompts under real client constraints. Working closely with Bolna's own PMs and engineers - bringing them problems worth solving, backed by evidence, not a client complaint forwarded verbatim. Noticing when you've fixed the same thing three times manually, flagging it, and getting the product team to build it instead. This role rewards high agency and real ownership. You don't wait to be told what to fix - you find it and drive it to resolution. If you'd rather diagnose a call failure than write a status update about one, this is the CS job you actually want. What you'll own Client relationships, end-to-end. On the client side, that means working directly with their engineers, PMs, and engineering managers, not just a single business point of contact. Analytics & Reporting: Strong ability to analyze and visualize data, work with datasets, and derive actionable insights. Proficient in SQL for data querying and Excel for analysis, reporting, and dashboard creation. Technical issue triage. Latency spikes, ASR misfires, voicemail detection bugs, call-transfer failures - you diagnose root cause first, working directly with engineering, rather than passing along a client complaint verbatim. Translating business asks into agent behavior. When a client says "the bot should handle this differently," you own turning that into a working prompt - across whichever ASR/LLM/TTS combination that account runs on - and iterating on it as production data comes in. Client reporting and analytics. Usage, cost, and quality dashboards for your accounts - built and maintained by you, not requested from someone else. Feeding fixes back into the product. If you've solved the same class of problem manually more than twice, that's a signal, not a routine. You're expected to flag it and work with product/eng to get it built into tooling instead of staying your recurring task. What you bring We don't require a specific number of years managing enterprise accounts. We do require that you can walk us through a time you diagnosed a technical issue for a client yourself - not escalated it, diagnosed and fixed it - and explain your reasoning. Comfort reading call transcripts and logs, and forming a real hypothesis about why a call failed (ASR vs. LLM vs. TTS vs. telephony) rather than guessing. Ability to run a proper root-cause analysis over technical data - correlating timestamps, error codes, and call metadata across systems until you've found the actual point of failure, not just the symptom. Comfort working with APIs and webhooks, and enoug