• Drive customer success and ROI by defining success metrics, tracking adoption, and ensuring clients achieve measurable business outcomes such as call automation rates, cost savings, and customer satisfaction improvements. • Manage client relationships by conducting regular check-ins, strategic reviews, and ensuring alignment between customer goals and platform capabilities. • Guide Forward Deployed Engineers by directing FDEs on client priorities, success targets, and implementation strategies to ensure technical delivery aligns with business goals. • Monitor account health by tracking usage patterns, identifying churn/downgrade risks, analyzing root causes, and developing mitigation strategies with the FDE team. • Drive expansion and upsell by identifying opportunities to expand voice AI automation across additional call types or departments • Act as customer advocate by representing client needs internally and ensuring product roadmap addresses customer requirements

• Own escalated technical issues once they exceed frontline or Tier 2 troubleshooting. • Reproduce and validate bugs across production, staging, or test environments. • Determine whether issues are product defects, data inconsistencies, configuration problems, or expected behavior. • Query databases and review logs to understand system state and failure modes. • Test backend APIs to isolate and confirm root causes. • Write or adapt lightweight scripts to support investigation, validation, or data analysis. • Create high-quality engineering tickets with clear problem statements, reproduction steps, expected vs actual behavior, and supporting evidence. • Partner with Product and Engineering to clarify scope, impact, and priority of escalated issues. • Identify patterns and recurring issues to help surface systemic problems.

• Work directly with all users to ensure they can get the most value from the platform • Answer questions in Intercom, Slack, on the phone, or through email • Understand how to read API documentation and how standard SaaS tools work • Collaborate with Solutions Architects, Solutions Engineers, Marketing, Engineering, and Operations

• Lead implementation and onboarding processes with customers, using Customer Success best practices to document and accelerate onboarding and migration plans • Track time to value and success metrics for Arpio customers • Proactively monitor customer health to identify potential risks and areas of opportunity to optimize customer usage and drive adoption • Lead quarterly business reviews with customers to share product updates and drive renewals and expansion • Collaborate with engineers to triage and troubleshoot technical issues, ensuring timely resolution for customer-reported issues • Partner with cross-functional teams to share customer feedback and act as a customer advocate for product improvements, as well as new features and requirements