Hybrid Customer Success Engineering Manager, AI Implementation

at Nextiva

• Job title: Customer Success Engineering Manager, AI Implementation
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Python
• Location requirements: Hybrid, Bangalore, India

About the role

• Agentic AI Implementation Manager at Nextiva driving customer success through AI solutions. Overseeing a team while ensuring high-quality delivery across multiple enterprise customers in a hybrid work setting.

Responsibilities

• Own end-to-end delivery of Agentic AI implementations across multiple customer accounts.
• Design and review agentic AI architectures, including multi-agent workflows, tool orchestration, decision trees, and fallback logic.
• Guide teams on advanced prompt engineering, agent memory management, constraints, and guardrails to minimize hallucinations and ensure reliable outputs.
• Drive standardization and best practices for agent design, evaluation, and deployment.
• Lead customer discovery and onboarding for AI implementations, gathering business requirements, workflows, and success metrics.
• Translate customer needs into technical implementation plans, timelines, and success criteria.
• Act as the primary escalation point for complex or high-risk customer issues during onboarding or production usage.
• Partner with Customer Success and Account teams to ensure adoption, value realization, and long-term success of AI solutions.
• Manage, mentor, and coach a team of ~10 AI Implementation / Customer Success Engineers.
• Review and approve prompts, workflows, and implementation designs to maintain quality and consistency.
• Conduct regular performance reviews, skill development planning, and technical guidance.
• Ensure balanced workload, delivery timelines, and high team morale in a night-shift environment.
• Oversee development and optimization of agentic workflows using workflow builders and no-code/low-code platforms.
• Ensure proper integration of AI agents with CRMs, CX platforms, APIs, ticketing systems, and communication tools.
• Guide the team on implementing tool-calling / function-calling within AI agents using platform capabilities.
• Troubleshoot and resolve complex workflow, data, or integration issues.
• Establish standards for conversation design, tone, and brand alignment across all AI agents.
• Review and improve agent responses to ensure clarity, accuracy, and user satisfaction.
• Define and track quality metrics such as containment rate, resolution accuracy, and customer satisfaction.
• Drive continuous improvement through prompt iteration, testing, and evaluation frameworks.
• Collaborate closely with Product, Engineering, and AI Platform teams to influence roadmap and feature improvements.
• Represent customer feedback and implementation insights to improve platform scalability and usability.
• Contribute to internal enablement by defining implementation playbooks, templates, and best practices.
• Ensure comprehensive documentation for agent architectures, workflows, prompts, integrations, and customer-specific setups.
• Train customers and internal stakeholders on AI capabilities, limitations, and best practices.
• Define and refine implementation processes, SLAs, and escalation paths.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Data Science, or a related field.
• 6+ years of experience in AI product implementation, customer success engineering, or technical delivery roles including people or project leadership responsibilities
• Prior experience supporting US-based customers in a customer-facing, delivery, or implementation role strongly preferred.
• Proven ability to lead customer-facing engagements, including escalations, complex implementations, and executive-level conversations.
• Excellent spoken and written English, with the ability to clearly communicate complex technical and AI-driven concepts to non-technical stakeholders.
• Proven experience onboarding enterprise customers for AI or automation solutions.
• Strong hands-on expertise in Agentic AI workflows, prompt engineering, and tool/function calling.
• Experience managing and mentoring technical implementation teams.
• Solid understanding of LLMs (GPT-4o, Gemini, Claude, Llama, etc.) and generative AI concepts.
• Working knowledge of Python, APIs, SaaS tools, and workflow automation platforms.
• Ability to design guardrails, constraints, and evaluation strategies for safe and reliable AI outputs.
• Strong analytical, problem-solving, and escalation-handling skills.
• Willingness to work night shifts and collaborate with global customers and teams.

Benefits

• Medical
• Group Term & Group Personal Accident Insurance
• Work-Life Balance
• Financial Security
• Wellness
• Growth