AI Client Success (YOE: 2 yrs+)

About Bolna

About the role

• 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.

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

• 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 enough technical fluency to read a payload, spot a malformed request, or trace where a call in a pipeline went sideways.
• Ability to write and iterate on LLM prompts with precision - this is structured, testable work, not creative writing.
• SQL literacy, or the willingness to get there fast, so you can pull your own numbers instead of waiting on someone else's report.
• Written clarity. Client updates, escalation notes, and prompt specs are all documents. You should enjoy writing them well.
• Comfort operating at the seam between "this is a relationship problem" and "this is an engineering problem" - and good judgment about which is which, and when to pull in someone else.

Nice to have

• Prior exposure to voice AI, contact centers, or CPaaS/telephony infrastructure (SIP, IVR, DLT).
• Experience with BigQuery, Metabase, or similar tools for building your own reporting instead of requesting it.
• Any hands-on prompt engineering or LLM evaluation experience.
• You've had to explain a technical root cause to a non-technical stakeholder without losing them or the deal.

Success in this role looks like

• Repeat escalations for the same class of failure go down for your accounts, because you pushed the fix upstream instead of solving it manually each time.
• SLA and latency breach rates trend down on your accounts, quarter over quarter.
• You walk into renewal and expansion conversations with your own data and a clear point of view - not someone else's slide.
• The recurring manual fix you've owned gets productized into shared tooling instead of remaining a task on your plate.

Why Bolna

• Direct access to founders from day one - you’ll be in the room for decisions most people at your stage never see
• Fastest learning curve available in B2B AI sales, product, and customer success
• Real ownership, real customers, real consequences - not a support function
• Value compensation + meaningful ESOP
• Bengaluru office, in-person team collaboration